Job Description

Job Title: CCaaS AI Implementation Project Manager
Team: Customer Experience / CCaaS & AI Deployments
Level: Mid-Level
Openings: 3

About the Company

We are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.

Our customer experience and CCaaS (Contact Center as a Service) offerings include AI-powered virtual agents and automation that help organizations streamline and improve customer interactions across phone, voice, and digital channels.

We are hiring three Mid-Level CCaaS AI Implementation Project Managers to support deployment projects for mid-market clients. These roles mirror the scope of our existing implementation project managers but are not senior program manager positions.

The emphasis is on customer-facing communication, coordination, and stakeholder management, rather than advanced or heavily technical project management. You will guide clients through AI and CCaaS implementation projects, ensuring clarity, alignment, and a smooth experience while working alongside technical deployment and engineering teams.

Ideal candidates have a Professional Services background, strong client-facing skills, and familiarity with phone/contact center or CCaaS projects, ideally from vendors such as Avaya, Genesys, RingCentral, 8x8, Five9, Gleen, Cognigy, Cisco, or similar environments.

Key Responsibilities

• Client-Facing Project Coordination
• Serve as the primary day-to-day contact for mid-market customers during CCaaS and AI implementation projects.
• Lead regular customer touchpoints (status calls, check-ins, alignment meetings) to keep stakeholders informed and engaged.
• Clarify scope, timelines, and expectations, escalating risks or blockers to senior team members when needed.
• Implementation Support (Non-Technical PM)
• Partner with deployment engineers and solution teams to understand implementation plans and communicate them clearly to customers.
• Track progress against key milestones and deliverables, ensuring internal and customer teams stay aligned.
• Help coordinate activities across customers, Professional Services, support, and other internal groups—without owning detailed resource scheduling or complex project plans.
• Communication & Stakeholder Management
• Translate technical topics into business-focused updates for customer stakeholders.
• Capture customer decisions, risks, and action items, and ensure follow-through across all parties.
• Manage expectations around capabilities and timing, focusing on clear, proactive communication.
• Professional Services Collaboration
• Work closely with Professional Services leadership and peers to apply standard methodologies and processes for mid-market implementations.
• Provide feedback from customers and projects to improve delivery practices and templates.
• Support light documentation needs (project summaries, status reports, high-level plans).
• Tools & Systems
• Use Salesforce and other internal tools to track projects, activities, and customer information.
• Collaborate with teams using unified communications and contact center tooling, including AI-powered components.

Required Qualifications

• Professional Services & Customer-Facing Experience
• Experience in a Professional Services, implementation, or customer success role managing or supporting deployment projects.
• Strong customer-facing skills: running calls, managing expectations, and handling escalations with professionalism.
• Domain Experience (CCaaS / Contact Center)
• Familiarity with phone, contact center, or CCaaS projects (voice, IVR, routing, or customer support workflows).
• Background with one or more platforms or companies such as:
• Avaya, Genesys, RingCentral, 8x8, Five9, Gleen, Cognigy, Cisco, or similar contact center/CX vendors.
• Project Coordination Skills
• Experience coordinating mid-sized, cross-functional implementation projects, ideally in SaaS or cloud environments.
• Comfortable tracking milestones, risks, and issues—even if not acting as a highly technical or PMI-style project manager.
• Able to work from existing frameworks and templates rather than building complex PM methodologies from scratch.
• Tools & Process Familiarity
• Experience with Salesforce or similar CRM tools.
• Familiarity with collaboration and communication tools commonly used in UCaaS/CCaaS environments.
• Comfortable working within established processes and using internal tools to document and track project activity.
• Soft Skills
• Excellent verbal and written communication skills, especially for non-technical audiences.
• Strong relationship-building and stakeholder management capabilities.
• Organized, detail-conscious, and able to manage multiple mid-market projects at once.
• Collaborative, team-oriented mindset; comfortable working closely with technical and non-technical colleagues.

Ideal Background & Profile

• 3–7 years in project coordination, implementation project management, Professional Services, or customer-facing delivery roles in CCaaS, contact center, UCaaS, or CX.
• Experience supporting deployments that include AI-powered or virtual agent components, even if not as a deep technical specialist.
• Comfortable in a role where the focus is on communication, coordination, and client interaction, rather than detailed scheduling, advanced methodologies, or complex program management.
• Motivated to grow within the CCaaS and AI implementation space, partnering closely with technical deployment teams to deliver successful customer outcomes.