Principal Client Services Project Manager, CX

We are seeking a highly accomplished Principal Project Manager with deep experience delivering complex, enterprise‑scale AI Programs. This role leads strategic customer programs, drives cross‑functional alignment, and partners directly with senior executives to ensure successful delivery of high‑visibility AI and software projects. The ideal candidate brings 15+ years of project/program management experience, a proven record of leading AI/GenAI deployments, and exceptional leadership in guiding project teams, influencing stakeholders, and shaping customer outcomes.

Role Description:

As a Principal Project Manager, you will own the delivery strategy for large, multi‑workstream AI programs, ensuring clarity of scope, alignment with business value, and disciplined execution from kickoff through business adoption.  You will operate as the senior point of accountability, navigating executive‑level discussions, managing complex risk landscapes, and mentoring PMs and cross‑functional contributors.

AI Project Delivery Experience (Required):

• Lead end‑to‑end delivery of enterprise AI, GenAI, and software programs.
• Serve as the senior executive‑level partner for customers.
• Oversee delivery plans, governance, resourcing, and issue resolution.
• Guide technical, product, engineering, data science, and AI/ML teams.
• Drive executive readouts and steering committee sessions.
• Mentor project and program managers.
• Influence prioritization and roadmap decisions.
• Navigate ambiguity and multi‑team environments.
• Full‑lifecycle AI/GenAI program leadership.
• Experience with conversational AI, LLMs, NLU, and automation.
• Evaluation of AI models, data readiness, and performance KPIs.
• Hands‑on prompt engineering and quality evaluation.
• Risk mitigation across AI safety, governance, and compliance.
• Cost optimization for AI/ML operations.

PM Experience:

• 15+ years managing enterprise technology programs.
• Extensive AI/GenAI delivery experience.
• Proven executive‑level communication and relationship management.
• Strong financial, analytical, and strategic decision‑making.
• Expertise with MS Project, Salesforce, Power BI, Rocketlane, etc.
• PMP required; PgMP or AI PMI 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.​