YOUR MISSION:
We are looking for a Technical Project Manager (TPM) to lead medium to high complexity deployments of our Agentic AI / conversational AI platform for enterprise customers. In this role, you’ll own the end-to-end delivery lifecycle—from scoping and planning through go-live and hypercare—working in a pod model alongside a Forward Deployed Engineer (FDE) and an Agent Architect (AA). You will be the primary owner of timeline, scope, risk, governance, and stakeholder communication, ensuring that customers successfully transition to an Agentic OS layer for their enterprise communications.
IN THIS ROLE YOU WILL:
Project Ownership & Delivery
- Own end-to-end delivery for assigned Agentic AI customer projects (scope, schedule, budget, risk, quality).
- Run the pod (TPM + FDE + Agent Architect) as a single accountable delivery unit.
- Select and apply appropriate delivery methodology (Waterfall, Agile, or Hybrid) based on customer context and risk profile.
- Drive project planning: work breakdown, dependencies, critical path, and resource allocations across internal and partner teams.
- Maintain up-to-date project plan, RAID log (Risks, Assumptions, Issues, Dependencies) and change log.
Customer & Stakeholder Management
- Serve as primary delivery contact for customer project sponsors, IT, and business stakeholders.
- Facilitate recurring governance: status calls, steering committees, UAT readouts, and go-live reviews.
- Translate technical complexity into clear business impacts for executive stakeholders.
- Manage scope and change requests, ensuring commercial and delivery impacts are understood and agreed.
Cross-Functional & Pod Coordination
- Coordinate with Forward Deployed Engineers on integration readiness, environment setup, performance, and production stability.
- Coordinate with Agent Architects on discovery, agent design, prompt/context strategy, and conversational tuning.
- Collaborate with Sales, Solution Engineering, Product, and Support to ensure a seamless customer journey from sales handoff through BAU operations.
- Where partners are involved (SI/GSI/BPO), manage co-delivery responsibilities, expectations, and escalation paths.
Methodology & Process Discipline
- Plan and facilitate sprints, retros, and sprint reviews for Agile/hybrid projects; lead stage-gate reviews for Waterfall projects.
- Enforce documentation standards (Charter, Design Docs, Runbooks, Handover Docs).
- Ensure risk and compliance requirements (security reviews, data governance, regulatory constraints) are captured and incorporated into the plan.
Metrics & Reporting
- Define and track deployment KPIs, such as:
- Time to Blueprint, Time to First Agent in UAT, Time to Go-Live
- Milestone On-Time Rate
- Defect and incident trends during QA/UAT and Hypercare
- Report delivery status, risk posture, and mitigation plans to internal and external stakeholders.
- Contribute data to capacity and utilization models to inform planning and staffing.
WHAT YOU BRING TO THE TABLE:
- 5–8+ years of experience in technical project management, program management, or delivery management for SaaS or enterprise software.
- Hands-on experience delivering solutions involving at least one of:
- Contact Center / CCaaS, UCaaS, conversational AI, IVA/IVR, or related CX platforms.
- Demonstrated ability to work across technical and business stakeholders (IT, Security, Operations, Business Owners).
- Solid understanding of software delivery methodologies (Agile/Scrum, Hybrid, and Waterfall) and when to apply each.
- Strong skills in project planning tools (e.g., Jira, Asana, Monday, MS Project, Smartsheet) and collaboration tools (e.g., Confluence, Notion, Miro).
- Excellent communication, facilitation, and conflict resolution skills.
- Proven track record managing multiple concurrent projects with global, distributed teams.
NICE TO HAVE:
- Experience delivering AI/ML, NLP, LLM-based, or Agentic AI solutions.
- Background in professional services or consulting working with enterprise clients.
- Familiarity with APIs, webhooks, event-driven architectures, cloud infra (AWS/Azure/GCP).
- Certifications: PMP, PRINCE2, CSM/CSPO, SAFe, or equivalent.
- Experience with partner co-delivery (SI, GSI, BPO, or ISV ecosystems).
WHAT'S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture, and enjoy an immersive onboarding experience in Berlin to dive into our product and culture.
- Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup on its journey to become an international leader in SaaS platforms for Conversational AI.
- A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.
- Competitive compensation and equity package.
- Flexible working hours, unlimited PTO, and travel opportunities.
- Access to a training and development budget for continuous professional growth.
- ClassPass membership, Nilo Health, Health insurance, weekly sponsored office lunches.
- Regular team events, game nights, and other social activities.
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days
OTE Salary Range - $150,000 - $285,000 + Equity
