• Job Description

  Req#: 407102

  The Conversational AI Delivery Manager is responsible for overseeing the end-to-end delivery of Conversational AI projects (chatbots and voicebots), from implementation to continuous improvement. This role ensures that all projects are executed in alignment with quality standards, technical requirements, and strategic goals. Key responsibilities include defining project objectives, managing timelines and resources, and coordinating cross-functional teams. The CAI Delivery Manager acts as the main point of contact for clients and internal stakeholders, ensuring transparent communication and alignment throughout the project lifecycle. They monitor performance and KPIs, identify and mitigate risks, and drive continuous optimization to ensure long-term project success. Additionally, the Delivery Manager owns the project roadmap, ensuring strategic prioritization based on business impact, automation goals, and scalability.

  The ideal candidate will be fluent in English AND French OR German and be eligible to work within EMEA hours.

  Key Responsibilities

  • Supervise and monitor all stages of the project from setup to maintenance, ensuring progress, quality standards, technical requirements, and resolving issues
  • Follow the project setup plan, defining clear objectives and strategies
  • Assign tasks and responsibilities for Conversational Designers and Conversational AI Engineers
  • Identify and mitigate project risks, developing contingency strategies
  • Engage and regularly communicate with relevant project stakeholders
  • Owns the project roadmap, ensuring long-term planning with clear prioritization based on strategic goals, business impact, and automation targets
  • Collect and document customer requirements
  • Maintain effective communication with the client to ensure business needs are met
  • Ensure that the project is delivered on time and within client-approved constraints
  • Client-facing meetings such, weekly check-ins, delivery presentations, and retrospectives, capturing and tracking decisions and next steps
  • Ensure compliance with internal processes and client SLAs, including documented handoffs, approval flows, and QA checkpoints
  • Consolidate and translate client feedback into actionable items for the team, maintaining clarity and consistency
  • Present status, tracking project performance and KPIs, delivery health, and future optimization paths
  • Support backlog prioritization, helping the team define what gets tackled in each sprint
  • Ensure project visibility and stakeholder alignment through reporting, dashboards, and regular updates

  Skills and Qualifications

  • 5+ years experience in Conversational AI Delivery experience
  • Fluent in written and spoken English AND French OR German (C1 level minimum)
  • Familiarity with project management software (e.g., Jira, Smartsheet)
  • Knowledge of AI technologies, chatbots, voicebots and conversational interfaces
  • Experience in chatbot and voicebot project using Cognigy or LLM tools
  • Strong leadership and interpersonal skills
  • Excellent communication and presentation skills
  • Proficiency in project management tools and methodologies (e.g., Agile, Scrum)
  • Experience with client-facing roles
  • Ability to work under pressure and meet tight deadlines
  • Strong organizational and time management skills
  • Proficient in Excel and PowerPoint
  • Data-driven mindset
  • A proactive attitude, with a passion for learning and keeping up with the latest industry trends
  • A collaborative team player who can also work independently with minimal supervision

  About Us

  Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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• About the company

  At Sitel Group, we redefine the way brands connect with their customers – one experience at a time. With our People First culture, we have a commitment to our associates to allow for tremendous growth across an exciting range or global opportunities, including working from home. In fact, around 93 percent of our non-agent positions are filled by internal talent today. We know our success is due to our diverse, talented and passionate people. Begin your journey today!

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