Lead Client Services Project Manager, CX

Lead AI Delivery Excellence at NiCE

NiCE is a global innovation powerhouse, renowned for its AI, cloud, and digital solutions that empower over 25,000 businesses worldwide. We are ambitious, game-changing, and committed to setting and exceeding the highest standards. Join our fast-paced, collaborative environment where you can challenge your limits and build an extraordinary career.

Role Description: AI Delivery Leader

As an AI Delivery-driven leader, you will guide complex, customer-facing projects from initiation through closure. You will provide strategic direction across end-to-end delivery, serve as the primary client partner, and ensure clear, consistent communication up to the leadership level. Working closely with technical, product, and AI/GenAI stakeholders, you will drive roadmap alignment, support go-to-market readiness, and proactively manage risks, dependencies, and escalations.

Key Responsibilities

• Manage high-visibility software and AI/GenAI projects, ensuring delivery aligns with scope, timelines, and customer expectations.
• Oversee project plans, schedules, RAID logs, and all core project documentation.
• Provide clear and consistent communication to executive leadership.
• Drive ownership and accountability within project teams.
• Manage escalations with professionalism and urgency.
• Guide teams through the entire project lifecycle.
• Mentor project managers and advance best practices across the PMO.
• Navigate shifting priorities and adapt project approaches to meet evolving business and customer needs.

Experience Required

• 8+ years of project management experience leading complex, customer-facing software delivery projects.
• Proven success managing full end-to-end delivery using Agile, Waterfall, and hybrid methodologies.
• Demonstrated experience delivering technical, SaaS, and AI/GenAI projects.
• Strong analytical skills with a track record of managing risks, revenue, and escalations.
• Excellent communication and expectation management abilities.
• Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, Power BI).
• PMP certification required.

What’s In It For You?

• Join an ever-growing, market-disrupting global company.
• Work with a team of top talent in a fast-paced, collaborative, and creative environment.
• Benefit from being the market leader, with endless opportunities for learning, growth, and internal career advancement across multiple roles, disciplines, domains, and locations.
• An opportunity to be passionate, innovative, and constantly raise the bar.