Sr Project Manager – Customer Experience & AI Enablement

Sr Project Manager – Customer Experience & AI Enablement Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are
happier customers, enhanced insights,and
lower costs
.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to
lower risk
and
increased efficiency
. Our client‑centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Waterfield Tech is seeking an experienced Senior Project Manager to lead the delivery of complex customer experience and contact center modernization programs across a portfolio of cloud platforms, multi‑vendor integrations, and AI‑driven capabilities. This individual is the senior delivery owner for assigned engagements—guiding customers through the transition from legacy environments to modern, AI‑enabled customer engagement solutions while managing scope, schedule, financials, and risk through the full project lifecycle.

The Senior Project Manager has the authority to run the project on a day‑to‑day basis, partners closely with technical and customer stakeholders, and serves as the central point of accountability for delivering best‑in‑class customer service. This role is a critical leader on multi‑vendor, integration‑heavy engagements, including AI enablement projects that bring conversational AI, agent assist, and analytics into production alongside core contact center and unified communications platforms.

• Manage a portfolio of complex, multi‑workstream projects spanning customer experience, contact center, unified communications, Applied AI, and cloud migration engagements; own the full project lifecycle including scope, schedule, resource planning, budget, risk, change, and stakeholder communication.
• Review proposal material, SOWs, and executed contracts to determine scope; request resources from matrixed support organizations; ensure contractual compliance with all RFP and SOW terms while delivering best‑in‑class customer service.
• Partner with sales, solution consulting, and pre‑sales engineering on opportunity scoping, level‑of‑effort estimation, and Statement of Work development for new and in‑flight customer expansions.
• Lead go‑live event planning, production change management, and Day 1 post‑launch incident support; lead transition to Day 2 support per Waterfield Tech standards.
• Build and motivate cross‑functional project teams; serve as the central point of contact between technical teams, customer stakeholders, vendors and subcontractors, and Waterfield Tech leadership.
• Establish and maintain client relationships, manage expectations of project sponsors, and manage external vendor relationships including SOWs, deliverable acceptance, and invoice validation.
• Identify, assess, and mitigate risks and issues; manage project change requests through formal change control with impact analysis, approvals, and downstream communication.
• Lead AI enablement projects end to end—from discovery and use‑case definition through production cutover and post‑go‑live tuning—including conversational AI, virtual agents, agent assist, real‑time analytics, and AI‑powered self‑service.
• Apply AI‑powered solutions to project delivery itself, including automated status reporting, predictive risk analysis, intelligent meeting summarization, action‑item tracking, and automated documentation generation.
• Adhere to stage‑gate quality and control guidelines and Waterfield Tech project management standards, including booking, time entry, and project operations within…