Senior Project Manager - Customer Experience (CX) Technology

About the Company

Omilia is a leader in Conversational AI. Our cloud platform powers natural, human like customer conversations over voice and chat for some of the largest enterprises in banking, insurance, telecommunications and hospitality, handling hundreds of millions of interactions a year. We build our own deep tech across the stack, from speech recognition and natural language understanding to dialog management, and we integrate natively with the major CCaaS platforms. We are a company of roughly 500 people, distributed across Europe and North America, in the middle of an ambitious platform modernization program: Kubernetes everywhere, autoscaling for every service, a next generation observability stack, and AI woven through our own engineering lifecycle.
Role Purpose

Omilia is looking for a Senior Project Manager to lead complex, enterprise and mid-market implementations of Omilia's conversational solutions for contact centers, including Omilia's Agentic AI Solutions. The role keeps large, multi-stakeholder deployments on track, coordinating across Omilia's engineering, solutions, professional services, and customer success teams while owning the client relationship end to end. It suits someone who has already run enterprise-scale CX or contact centre technology projects, thinks analytically under pressure, and wants to grow into a bigger scope as the company scales.
Accountabilities
- Own the full lifecycle of enterprise and mid-market implementations end-to-end — from scoping and planning through go-live and closure — delivering on time, on budget, and to quality standards.
- Serve as the primary point of contact for enterprise and mid-market clients, building relationships that support renewal and expansion.
- Act as the connective tissue between Omilia's internal teams and client stakeholders, resolving blockers before they become delays.
- Identify risks early and drive mitigation plans proactively across all engagements.
- Manage project teams effectively, keeping delivery teams aligned to project goals.
- Bring back lessons learned from each engagement and drive continuous process improvement across the PMO.

Key Responsibilities
- Define project scope and objectives with stakeholders, validate technical feasibility with delivery teams, and maintain a detailed, living project plan.
- Anticipate and resolve technical, operational, and organizational issues as they arise, applying structured, analytical thinking rather than escalating every problem upward.
- Understand the technical tasks behind each deliverable well enough to plan, sequence, and challenge estimates.
- Track technical progress at task level, not just milestone level, and identify slippage early.
- Support the requirements and design process, contributing to the gathering, clarification, and validation of technical and functional requirements, and their translation into implementable specifications.
- Coordinate across Omilia's engineering, solutions architecture, professional services, and support teams to keep delivery on track.
- Prepare and present clear status reports and metrics to both internal leadership and client stakeholders.