NICE Ltd.

Senior AI Client Services Project Manager, CX

NICE Ltd. • $100K — $130K *
US-AnywhereRemote in United States
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience managing customer-facing software or SaaS delivery projects.
  • Proficiency in Agile, Waterfall, or hybrid project management methodologies.
  • Exposure to technical, SaaS, and/or AI/GenAI project environments.
  • Strong problem-solving and risk-management skills.
  • Effective communication and stakeholder engagement abilities.
  • PMP certification preferred.
  • Proficient with project management tools like MS Project, Salesforce, or Power BI.

Responsibilities

  • Manage delivery of software and AI/GenAI projects to meet customer expectations.
  • Build and maintain comprehensive project plans, schedules, and documentation.
  • Communicate status updates, risks, and dependencies effectively to stakeholders.
  • Support professional escalation handling with timely follow-up.
  • Coordinate cross-functional teams throughout the project lifecycle.
  • Contribute to the adoption of PMO best practices and continuous improvement.
  • Adapt project plans based on evolving priorities or customer requirements.

Benefits

  • Opportunity to work in a fast-paced, collaborative, and creative environment.
  • Endless internal career opportunities across various roles and locations.
  • Join a market-leading, global company focused on innovation and disruption.
  • Be part of a team comprised of top talent in the industry.
  • Continual learning and growth opportunities.
Full Job Description
We are seeking an AI delivery-focused Project Manager to support customer-facing software and AI/GenAI projects from initiation through closure. In this role, you will manage day-to-day project delivery, coordinate with technical and business stakeholders, and ensure clear communication across teams. You will help drive execution, manage risks and dependencies, and support a predictable, high-quality customer experience.

Role Description:
  • Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations.
  • Build and maintain project plans, schedules, RAID logs, and core delivery documentation.
  • Communicate project status, risks, and dependencies to customers and internal stakeholders.
  • Support escalation handling with professionalism and timely follow-through.
  • Coordinate cross-functional teams through the project lifecycle.
  • Contribute to PMO best-practice adoption and continuous improvement efforts.
  • Adjust project plans based on changing priorities or customer needs.

AI Delivery Experience (Preferred)
  • Manage software delivery of conversational AI, LLM, or NLU projects.
  • Ability to assess AI use cases at a basic level and support evaluation of data readiness.
  • Partner with technical teams to understand model performance and output quality considerations.
  • Support customer expectation-setting across AI/GenAI implementations.
  • Help identify and track AI-specific risks (e.g., data issues, model behavior, hallucinations).
  • Familiarity with prompt engineering concepts and prompting limitations.
  • Use AI tools in daily work for automation, analysis, or documentation.
  • Assist with monitoring and reporting AI performance KPIs.
  • Awareness of AI cost drivers such as token usage and model selection.
  • Understanding of AI governance and safety basics, including guardrails and data-handling practices.

Project Management Experience:
  • 5+ years managing customer-facing software or SaaS delivery projects.
  • Experience delivering projects across Agile, Waterfall, or hybrid methodologies.
  • Exposure to technical, SaaS, and/or AI/GenAI project environments.
  • Strong problem-solving and risk-management abilities.
  • Effective communication, organization, and stakeholder-engagement skills.
  • Proficiency with project management tools (MS Project, Salesforce, Rocketlane, Power BI preferred).
  • PMP certification preferred.

What's in it for you?
  • Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

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