Urwah Admin

Lucidya

<p></p><div><h3 class="jobSectionHeader"><b>About Lucidya:</b></h3><p>
Lucidya is an AI-native CX Intelligence platform transforming how brands understand and engage with their customers through cutting-edge technologies purpose-built for Customer Experience (CX). With AI at the core of our platform and operations, we are redefining how businesses drive growth, loyalty, and insight at scale.</p><p>
Our product suite includes solutions such as social listening, media monitoring, profiling, and most recently our cutting edge Agentic AI - designed to deliver intelligent &amp; scalable CX Automations.</p><p></p><h3 class="jobSectionHeader"><b>
Why this role matters:</b></h3><p></p><p>
We&rsquo;ve onboarded and will continue onboarding several vendors that will aid us in our growth, and with that comes the need for a seasoned procurement professional to manage the end-to-end procurement of our goods and services. Timing in procurement is of the essence, and this individual would be responsible for ensuring we receive the right goods/services at the right time, cost, quality &amp; in compliance with our company policies.</p><p></p><p>
You&rsquo;ll get to work closely with several teams, from Sales to Operations to Finance (amongst others) and will play a crucial role in developing and scaling our procurement processes.</p><p></p><p>
This role is a first of its kind at Lucidya and will give you the opportunity to create a major impact. The role will report directly to our Chief Financial Officer, and will be an onsite role based in our Riyadh office.</p><p></p><h3 class="jobSectionHeader"><b><br>
What You&rsquo;ll Do:</b></h3><p></p><ul>
<li>
Own procurement activities including purchase requisitions, RFQs/RFPs, vendor evaluation, negotiation, and purchase order issuance</li>
<li>Source and procure goods and services in line with approved budgets, specifications, and timelines</li>
<li>Evaluate, onboard, and maintain relationships with suppliers and service providers</li>
<li>Negotiate pricing, commercial terms, and delivery schedules to achieve cost efficiency and value for money</li>
<li>Prepare and issue purchase orders and contracts in accordance with procurement policies and delegation of authority</li>
<li>Track order fulfilment, delivery schedules, and resolve supply-related issues</li>
<li>Maintain accurate procurement documentation, contracts, and vendor records for audit and compliance purposes.</li>
<li>Coordinate with Sales, Finance, Operations, Projects, and other departments to understand procurement requirements</li>
<li>Monitor procurement spend and support budget control initiatives</li>
<li>Ensure compliance with internal procurement policies, controls, and applicable regulations</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Who You Are:</b></h3><p></p><ul>
<li>
You&rsquo;re a procurement powerhouse with ~10 years in procurement or supply chain roles</li>
<li>You have a strong understanding of procurement and sourcing processes</li>
<li>You&rsquo;re a seasoned negotiator and have a track record of delivering results well below budgets</li>
<li>You&rsquo;re cost-conscious and are able to analyze complex deals</li>
<li>You&rsquo;re familiar with tech products, and your procurement portfolio includes software, specifically SaaS products</li>
<li>You love meeting new people and have a track record of forming strong relationships with vendors and individuals alike</li>
<li>You&rsquo;re bi-lingual, and can effectively communicate with Arabic and English speaking people</li>
<li>You&rsquo;ve used ERP or procurement systems (e.g. SAP, Oracle) to effectively manage and communicate timelines and progress</li></ul><p></p><h3 class="jobSectionHeader"><b><br>
What success looks like for you:</b></h3><p></p><ul>
<li>
Cost savings and value creation achieved</li>
<li>Procurement cycle time and SLA adherence</li>
<li>Supplier performance and risk metrics</li>
<li>Compliance with procurement policies and audit outcomes</li>
<li>Stakeholder satisfaction and delivery effectiveness</li></ul></div>

Sr. Procurement Officer

<div><h3 class="jobSectionHeader"><b>About Lucidya</b></h3><p>
Lucidya is pioneering the future of Customer Experience (CX) through AI-powered agentic solutions. Our new AI Agents business line is set to transform how businesses engage with their customers by delivering intelligent, scalable, and insightful CX automation. Join us on this exciting journey to shape the next generation of CX innovation</p><h3 class="jobSectionHeader"><b>
About the Role</b></h3><p>
As a Solutions Consultant for Lucidya&rsquo;s AI Agents, you will own the critical question:</p><p>
&quot;What should we build and why?&quot;</p><p>
You will be the linchpin connecting prospects, customers, and internal teams to design, articulate, and pilot agentic CX solutions that solve real-world problems.</p><p>
You will lead the end-to-end process from identifying high-potential opportunities through discovery, workflow mapping, success definition, and pilot narrative development - ensuring every pilot delivers clear value and aligns with Lucidya&rsquo;s strategic vision.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><p>
1. Prospecting &amp; Lead Qualification</p><ul>
<li>
Identify potential prospects and design partners by scanning Lucidya&rsquo;s customer base and targeting high-potential sectors (telco, retail, banking, government).</li>
<li>Evaluate CX volume, maturity, and pain points to spot pilot opportunities.</li>
<li>Validate business readiness, assess ROI potential, and qualify pilot fit.</li>
<li>Document findings and coordinate handover to internal stakeholders using Trello.</li>
</ul><p>
2. Discovery</p><ul>
<li>
Lead early-stage customer engagement through discovery sessions.</li>
<li>Deeply understand business problems, CX workflows, pain points, and current tools.</li>
<li>Interview stakeholders across functions to map agentic AI opportunities.</li>
</ul><p>
3. Workflow Mapping</p><ul>
<li>
Translate customer problems into structured, logical workflows (without technical implementation).</li>
<li>Map current CX workflows, agent intervention points, inputs/outputs, decision logic, exceptions, and escalation paths.</li>
</ul><p>
4. Success Definition</p><ul>
<li>
Define primary KPIs (e.g., efficiency, resolution speed, quality) and secondary KPIs (CSAT improvements, workload reduction).</li>
<li>Establish evaluation checkpoints and pilot success criteria.</li>
</ul><p>
5. Pilot Narrative Owner</p><ul>
<li>
Own the storytelling and value narrative for each pilot, articulating:</li>
<li><ul><li>Why the pilot matters and its CX transformation impact.</li>
<li>How AI Agents fit the customer&rsquo;s CX vision.</li>
<li>Expected ROI and long-term evolution.</li>
</ul></li><li>Provide clarity to GTM, Product Management, and Engineering teams to guide prioritization.</li>
</ul><p><b>
Requirements</b></p><h3 class="jobSectionHeader"><b>
Qualifications &amp; Experience</b></h3><ul><li><ul>
<li>6-9 years of experience in CX, digital consulting, SaaS implementation, or pre-sales roles.</li>
<li>Minimum 3 years in enterprise SaaS focused on CX, CRM, CCaaS, marketing automation, or analytics.</li>
<li>Proven experience leading discovery and solution design engagements with C-level and business owners.</li>
</ul></li></ul><h3 class="jobSectionHeader"><b>Required Skills</b></h3><ul>
<li>Strong understanding of CX processes: contact center operations, tickets, SLAs, routing, and escalation.</li>
<li>Excellent requirements gathering and documentation skills using tools like Miro, Notion, Confluence, etc.</li>
<li>Skilled in mapping complex workflows with logical constructs (IF/THEN rules, exceptions, fallback paths).</li>
<li>Comfortable discussing AI and Large Language Models conceptually, including retrieval, hallucination, guardrails, and data privacy.</li>
<li>Exceptional communication and presentation skills; fluency in English required, Arabic a strong advantage.</li>
<li>Ability to engage and influence senior stakeholders effectively.</li>
</ul><h3 class="jobSectionHeader"><b>Why Join Us?</b></h3><ul>
<li>Be at the forefront of AI-driven CX innovation with a cutting-edge technology company.</li>
<li>Work cross-functionally with passionate teams shaping the future of customer engagement.</li>
<li>Influence product direction and strategy through direct customer insights and solution design.</li>
<li>Competitive salary, benefits, and opportunities for growth.</li>
</ul><p></p><p>
Apply Now and help us redefine the future of Customer Experience with AI Agents.</p></div>

Solutions Consultant - AI Agents

<div><p>Lucidya is a fast-growing SaaS company transforming customer experience across the MENA region through AI-powered solutions built for the Arabic-speaking world.</p><p>
Our <b>AI Agents business unit</b> is focused on building and deploying intelligent, enterprise-grade AI agents that automate, assist, and augment customer-facing and operational workflows. These AI agents operate across complex environments (integrating with CX platforms, CRMs, contact centers, and internal systems) where reliability, accuracy, security, and trust are critical.</p><p>
As we scale this new business unit, we are hiring a <b>Software Quality Assurance Engineer</b> to ensure our AI agents meet the highest standards of quality, performance, and enterprise readiness.</p><p><b>
Why We&rsquo;re Hiring</b></p><p>
The AI Agents unit operates at the intersection of <b>AI behavior, backend systems, APIs, and user experience</b>. Unlike traditional SaaS features, AI agents introduce new quality dimensions; such as consistency of responses, edge-case handling, workflow reliability, and system resilience under real-world usage.</p><p>
We need a QA Engineer who can:</p><ul>
<li>
Own quality across AI-driven workflows and agent-based systems
</li><li>Balance manual, exploratory, and automated testing
</li><li>Validate complex backend and API integrations
</li><li>Help define quality standards for AI agent deployments at enterprise scale</li>
</ul><h3 class="jobSectionHeader"><b>What You&rsquo;ll Do (Key Responsibilities)</b></h3><h3 class="jobSectionHeader"><b>
AI Agent Quality &amp; Test Strategy</b></h3><ul>
<li>Partner with product, AI, data, and engineering teams early (&ldquo;shift-left&rdquo;) to define acceptance criteria, test scenarios, and quality benchmarks for AI agents.
</li><li>Participate in requirement discussions to assess testability, risks, and edge cases specific to AI-driven behavior.
</li><li>Help define what &ldquo;good quality&rdquo; means for AI agents (reliability, fallback behavior, latency, error handling, consistency).
</li></ul><h3 class="jobSectionHeader"><b>Manual &amp; Exploratory Testing</b></h3><ul>
<li>Execute manual and exploratory testing for AI agent workflows, integrations, and end-to-end scenarios.
</li><li>Validate agent behavior across happy paths, edge cases, failure states, and real-world enterprise use cases.
</li><li>Conduct regression testing across multiple agents, channels, and environments.
</li><li>Validate cross-browser and cross-device behavior for agent-facing UIs (web and mobile where applicable).
</li></ul><h3 class="jobSectionHeader"><b>Automation &amp; CI/CD</b></h3><ul>
<li>Design, build, and maintain automated test suites (UI, API, end-to-end), with <b>Playwright preferred</b>.
</li><li>Extend automation frameworks to support agent workflows, conversational paths, and backend orchestration.
</li><li>Integrate automated tests into CI/CD pipelines and collaborate with DevOps to ensure reliable releases.
</li></ul><h3 class="jobSectionHeader"><b>API, Backend &amp; Non-Functional Testing</b></h3><ul>
<li>Perform deep API and backend workflow testing to ensure AI agents interact correctly with internal and external systems.
</li><li>Support performance, load, and reliability testing&mdash;especially for concurrent agent usage and peak enterprise loads.
</li><li>Assist in security testing initiatives for AI agent integrations and data flows.
</li><li>Support test data strategies across environments, including realistic AI scenarios.
</li></ul><h3 class="jobSectionHeader"><b>Quality Governance &amp; Reporting</b></h3><ul>
<li>Log, track, and triage defects; collaborate closely with engineers and AI teams to reproduce and resolve issues.
</li><li>Provide release readiness assessments, risk analysis, and defect trend reporting for agent deployments.
</li><li>Advocate for usability, accessibility, reliability, and enterprise-grade quality across the AI Agents portfolio.
</li></ul><h3 class="jobSectionHeader"><b>Continuous Improvement</b></h3><ul>
<li>Contribute to QA best practices, standards, and documentation tailored to AI agent systems.
</li><li>Help evolve testing approaches for AI-driven products (e.g., exploratory heuristics, scenario-based testing).
</li><li>Stay current with modern QA trends, including AI-assisted testing, automation improvements, and cloud testing tools.
</li></ul><h3 class="jobSectionHeader"><b>What You Must Have (Non-Negotiables)</b></h3><ul>
<li><b>Strong QA Fundamentals</b><br>
Solid manual and exploratory testing skills, strong defect analysis, and the ability to identify edge cases and risks.</li>
<li><b>Practical Automation Experience</b><br>
Hands-on experience building, maintaining, and troubleshooting automated tests (Playwright preferred).</li>
<li><b>API &amp; Backend Testing Competency</b><br>
Ability to test APIs and validate backend flows thoroughly.</li>
<li><b>High Adaptability</b><br>
Comfortable working across manual, automation, performance/security, requirement discussions, and shifting priorities.</li>
<li><b>Strong Communication &amp; Ownership</b><br>
Clear communicator, proactive collaborator, takes ownership of quality, and willing to participate in occasional rotational weekend support.</li>
</ul><p><b>
Requirements</b></p><h3 class="jobSectionHeader"><b>
Skills &amp; Qualifications</b></h3><ul>
<li>Bachelor&rsquo;s degree in Computer Science, Engineering, or a related field.</li>
<li>2&ndash;5 years of experience in QA engineering (manual + automation).</li>
<li>Programming/scripting experience in Python, JavaScript, or Java.</li>
<li>Automation experience with Playwright is a strong plus.</li>
<li>Proven experience in API testing (required).</li>
<li>Experience with Git, CI tools (Jenkins, GitHub Actions, GitLab CI), and defect tracking tools like Jira.</li>
<li>Exposure to performance/load/security testing tools (JMeter, Locust, OWASP ZAP) is a plus.</li>
<li>ISTQB or equivalent certification is a plus.</li>
<li>Strong English communication skills.</li>
<li>Strong organisational and time-management skills across multiple projects.</li>
<li>Ability to work independently with moderate supervision.</li>
<li>Comfortable giving and receiving structured feedback.</li>
<li>Willingness to join infrequent rotational weekend support for critical issues.</li>
<li>Adaptable to changing product priorities and organisational structures (pods/squads or QA-as-a-service).</li>
</ul><h3 class="jobSectionHeader"><b>Why Join Lucidya - AI Agents</b></h3><ul>
<li>Be part of <b>building a brand-new AI Agents business unit</b> from the ground up
</li><li>High-impact role shaping how enterprise AI quality is defined and measured
</li><li>Exposure to modern AI-driven systems, complex integrations, and advanced QA tooling
</li><li>Collaborative, ownership-driven culture focused on learning and continuous improvement
</li><li>Opportunity to influence quality standards for AI products used by leading enterprises across MENA</li></ul></div>

Software Quality Assurance Engineer - AI Agents

<div><p>The Marketing Director - Brand &amp; Demand will own &amp; integrate Lucidya&rsquo;s brand and demand generation strategy into a single, revenue-oriented engine. This role ensures that brand investments directly support pipeline growth, market expansion, and commercial outcomes across enterprise and mid-market segments. This leader will oversee content, events, campaigns, digital advertising, and brand narrative, while partnering closely with other Marketing &amp; Growth functions under the SVP such as Inside Sales, Product Marketing, and Marketing Operations to drive qualified pipeline and sustainable growth.
</p><p>Responsibilities</p><p></p><p><b>
Brand &amp; Narrative Leadership
</b></p><ul><li>Own Lucidya&rsquo;s brand positioning, messaging architecture, and storytelling across all channels.
</li><li>Ensure content, creative, PR, events, and campaigns reinforce a consistent and differentiated market narrative.
</li><li>Act as final decision-maker on brand quality, tone, and creative standards.
</li></ul><p><b>Demand &amp; Pipeline Ownership
</b></p><ul><li>Own marketing-sourced pipeline targets in partnership with the Inside Sales Director.
</li><li>Translate brand strategy into demand programs that drive MQLs, SQLs, and revenue contribution.
</li><li>Oversee integrated campaigns across paid search, paid social, ABM, events, and content-led demand.
</li></ul><p><b>Campaigns, Content &amp; Events</b>
</p><p>Lead the end-to-end planning and execution of:
</p><ul><li>Flagship events and executive roundtables
</li><li>Integrated ICP and vertical campaigns
</li><li>Thought leadership programs and content series</li>
</ul><p>
Ensure campaigns are insight-led, performance-tracked, and continuously optimized.
</p><p><b>Digital Advertising &amp; Performance
</b></p><ul><li>Provide senior leadership and direction for digital advertising and performance marketing.
</li><li>Set strategy for channel mix, experimentation, and budget allocation (in collaboration with Marketing Ops).
</li><li>Ensure performance marketing supports both short-term pipeline and long-term brand equity.
</li></ul><p><b>Team Leadership &amp; Development</b>
</p><ul><li>Directly manage senior managers and leads across brand, content, campaigns, and digital advertising.
</li><li>Coach and upskill existing managers who are currently strong executors but inexperienced leaders.
</li><li>Build a high-accountability culture focused on outcomes, not activity.
</li></ul><p><b>Cross-Functional Leadership
</b></p><p>Partner closely with:
</p><ul><li>Inside Sales on funnel health and SQL quality
</li><li>Product &amp; Customer Marketing on launches and GTM alignment
</li><li>Finance on budget planning, ROI, and forecasting
</li><li>Act as the primary marketing counterpart for commercial leadership on brand and demand matters.
</li></ul><p><b>Requirements</b></p><ul>
<li>
12+ years of B2B marketing experience.
</li><li>4&ndash;5 years leading a multi-function marketing organization (brand + demand).
</li><li>Proven ownership of pipeline and revenue contribution, not just awareness metrics.
</li><li>Experience operating in scale-up or high-growth SaaS environments.
</li><li>Strong understanding of enterprise and mid-market B2B buying cycles.
</li><li>Experience in regional or multi-market expansion.
</li></ul><p></p><p><b>Preferred Experience
</b></p><ul><li>Exposure to PLG or hybrid sales-led / product-led motions.
</li><li>Experience working closely with Inside Sales or SDR organizations.</li></ul></div>

Director of Brand and Demand

<p></p><div><h3 class="jobSectionHeader"><b>About Lucidya:</b></h3><p></p><p>
Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.</p><p>
Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.</p><p></p><h3 class="jobSectionHeader"><b>
Why this role matters:</b></h3><p></p><p>
With the high-scale we&rsquo;re experiencing, the time has come to level up our AP processes. We&rsquo;re looking for a superstar to own the end-to-end AP cycle across invoice processing, payments, vendor management, Travel &amp; Expense (T&amp;E) management, system expertise and stakeholder management across global operations.</p><p></p><p>
This role would report directly to the Finance Director. The role will be <b>on-site in our Riyadh office</b>.</p><p></p><h3 class="jobSectionHeader"><b>
What You&rsquo;ll Do:</b></h3><p></p><p><b>
Accounts Payable Operations</b></p><p></p><ul>
<li>
Oversee end-to-end AP lifecycle including PO &amp; Non-PO invoices, 2-way / 3-way matching, corrections, and reconciliations</li>
<li>Ensure timely and accurate vendor payments across domestic and international markets</li>
<li>Own AP month-end close activities, accruals, provisions, GRIR clearing, and balance sheet reconciliations</li>
<li>Handle payment runs, rejections, reprocessing, and bank reconciliations</li>
</ul><p></p><p><b>
Travel &amp; Expense (T&amp;E) Management</b></p><p></p><ul>
<li>
Oversee T&amp;E processing using our internal tools &amp; systems</li>
<li>Ensure compliance with company expense policies and audit requirements</li>
<li>Work with the HRBP and wider HR team to manage escalations and employee queries related to T&amp;E</li>
</ul><p></p><p><b>
Vendor &amp; Procurement Coordination</b></p><p></p><ul>
<li>
Work with Procurement regarding vendor queries and escalations</li>
<li>Coordinate with Procurement on PO creation, amendments, contracts, and vendor onboarding</li>
<li>Support in spend analysis and cost optimization initiatives</li>
</ul><p></p><p><b>
Team Leadership &amp; Governance</b></p><p></p><ul>
<li>
Lead, coach, and develop a high-performing AP team</li>
<li>Monitor SLAs, TATs, productivity, and quality metrics</li>
<li>Conduct QC audits, RCA, and implement corrective actions</li>
<li>Drive SOP creation and process standardization</li>
</ul><p></p><p><b>
Systems &amp; Controls</b></p><p></p><ul>
<li>
Work on ERP and workflow systems (Netsuite, ZenHR, Hubspot)</li>
<li>Ensure compliance with internal controls, audit, and IFRS/SOX requirements</li>
<li>Support with system migrations and process improvements</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
Who You Are:</b></h3><p></p><ul>
<li>
You have between 8 - 10 years of AP experience, preferably in multi-regional or global organizations</li>
<li>You have strong expertise in AP, Payments, T&amp;E, and Procurement Operations</li>
<li>You have a deep understanding of PO / Non-PO processing and accrual accounting</li>
<li>You&rsquo;re able to juggle communication between different stakeholders and exhibit strong leadership capabilities</li>
<li>You have strong reporting and analytical capabilities</li>
<li>You have strong working knowledge of VAT and WHT principles</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
What success would look like for you:</b></h3><p></p><ul>
<li>
On-time and accurate payments</li>
<li>Strong audit outcomes</li>
<li>SLA adherence and vendor satisfaction</li>
<li>Process efficiency and team engagement</li>
</ul><p></p><h3 class="jobSectionHeader"><b>
What our hiring process looks like:</b></h3><p></p><ul>
<li>
Screening call with our TA team</li>
<li>Technical interview with our Finance team</li>
<li>Interview with our CFO</li>
<li>Offer</li></ul></div><p></p>

Accounts Payable Lead

<div><h3 class="jobSectionHeader"><b>About Lucidya</b></h3><p>
Lucidya is building the next generation of AI-powered customer experience solutions for enterprises across the MENA region. Our new AI Agents business line focuses on deploying intelligent, enterprise-grade AI agents that automate, assist, and augment customer-facing and operational workflows - securely, reliably, and at scale.</p><p>
This role sits at the heart of turning AI agent concepts into live, business-impacting solutions.</p><h3 class="jobSectionHeader"><b>
About the Role</b></h3><p>
The Project / Delivery Manager owns one critical question:</p><p>
&ldquo;How do we execute what we promised?&rdquo;</p><p>
You take the Solution Consultant&rsquo;s vision and turn it into a clear execution plan, structured backlog, and predictable delivery rhythm - from initial scoping through go-live and stabilization.</p><p>
You are the operational backbone of AI agent pilots and enterprise deployments, ensuring alignment across clients, engineering, data, and AI teams while keeping delivery on track.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><h3 class="jobSectionHeader"><b>
1. Scoping &amp; Handover from Solution Consultant</b></h3><p>
You step in once a pilot or project is conceptually approved.</p><p>
Formal Handover</p><ul>
<li>
Receive full delivery context, including:</li>
<li><ul><li>Discovery findings</li>
<li>Workflow maps and agent logic</li>
<li>Success criteria and KPIs</li>
<li>Pilot narrative and client expectations</li>
</ul></li><li>Clarify:</li>
<li><ul><li>Scope, constraints, dependencies, and assumptions</li>
<li>Technical and operational boundaries</li>
</ul></li>
</ul><p>Scope Confirmation</p><ul>
<li>
Translate high-level workflows into clear delivery components:</li>
<li><ul><li>AI Agent versions (v0, v1, v2&hellip;)</li>
<li>Integrations, channels, and data sources</li>
<li>Dashboards, reporting, and monitoring</li>
<li>Training, enablement, and documentation</li>
</ul></li><li>Align internally and with the client on:</li>
<li><ul><li>What is in scope vs out of scope for each phase</li></ul></li>
</ul><h3 class="jobSectionHeader"><b>2. Detailed Planning &amp; Backlog Management</b></h3><p>
This is where ideas become execution.</p><p>
You own:</p><ul>
<li>
Building the delivery plan and timeline:</li>
<li><ul><li>Milestones, sprints, and go-live checkpoints</li>
<li>Cross-team dependencies (AI, backend, integrations, data, CX ops)</li>
</ul></li><li>Creating and maintaining the delivery backlog:</li>
<li><ul><li>Break down deliverables into tasks and subtasks</li>
<li>Assign clear owners (AI Agent Engineers, Backend, Frontend, Data, Solutions)</li>
</ul></li><li>Keeping tools accurate and trusted:</li>
<li><ul><li>Trello / Jira / Notion as the single source of truth</li>
<li>Task status, blockers, due dates, and changes</li>
</ul></li></ul><h3 class="jobSectionHeader"><b>3. Coordination &amp; Day-to-Day Execution</b></h3><p>
You are the operational heartbeat of each pilot or project.</p><p>
Responsibilities include:</p><ul>
<li>
Running regular execution cadences:</li>
<li><ul><li>Standups and check-ins</li>
<li>Progress reviews and decision syncs</li>
</ul></li><li>Ensuring tight collaboration between:</li>
<li><ul><li>Solution Consultants (business &amp; workflows)</li>
<li>Engineering and AI teams (implementation)</li>
<li>Client stakeholders (CX, IT, Operations, Compliance)</li>
</ul></li><li>Driving execution discipline:</li>
<li><ul><li>Clear meeting notes</li>
<li>Action items with owners and deadlines</li>
<li>Relentless follow-up until closure</li>
</ul></li></ul><h3 class="jobSectionHeader"><b>4. Risk, Change &amp; Stakeholder Management</b></h3><p>
AI agent delivery comes with moving parts - you own visibility and control.</p><p>
You will:</p><ul>
<li>
Maintain a risk &amp; issues log covering:</li>
<li><ul><li>Technical risks (data access, integrations, latency, environments)</li>
<li>Business risks (scope creep, stakeholder shifts, external dependencies)</li>
</ul></li><li>Manage change transparently:</li>
<li><ul><li>Assess impact on scope, timelines, and delivery</li>
<li>Align with stakeholders before execution</li>
</ul></li><li>Provide clear, consistent communication:</li>
<li><ul><li>Status updates</li>
<li>Escalations when needed</li>
<li>Expectation management throughout the lifecycle</li>
</ul></li></ul><h3 class="jobSectionHeader"><b>5. UAT, Go-Live &amp; Post-Go-Live Stabilization</b></h3><ul>
<li>Plan and coordinate:</li>
<li><ul><li>UAT cycles and acceptance criteria</li>
<li>Go-live readiness and rollout plans</li>
</ul></li><li>Ensure smooth transition:</li>
<li><ul><li>Monitor early performance and issues</li>
<li>Coordinate fixes and optimizations</li>
</ul></li><li>Own final handover:</li>
<li><ul><li>Documentation</li>
<li>Support transition</li>
<li>Clear ownership post-delivery</li>
</ul></li>
</ul><p><b>Requirements</b></p><ul>
<li>
5-8 years in:</li>
<li><ul><li>SaaS implementation</li>
<li>Technical project management</li>
<li>Digital or platform delivery</li>
</ul></li><li>3+ years delivering enterprise projects with multiple stakeholders (business &amp; IT)</li>
<li>Proven experience with:</li>
<li><ul><li>Integrations, APIs, and data-driven workflows</li></ul></li>
<li>Background in CX, contact centers, CRM, or customer-facing platforms is a strong plus</li>
<li>Experience working closely with product and engineering teams in Agile/Scrum environments</li>
</ul><h3 class="jobSectionHeader"><b>Must-Have Skills</b></h3><p>
Project &amp; Delivery Excellence</p><ul>
<li>
Strong command of:</li>
<li><ul><li>Scoping, timelines, milestones</li>
<li>RAID (Risks, Assumptions, Issues, Dependencies)</li>
</ul></li><li>Confident running:</li>
<li><ul><li>Standups, execution reviews, steering meetings</li></ul></li>
</ul><p>
Technical Literacy (Non-Coding)</p><ul>
<li>
Comfortable with:</li>
<li><ul><li>API-based integrations and webhooks</li>
<li>Data flows between systems</li>
</ul></li><li>Able to:</li>
<li><ul><li>Read basic API documentation and JSON payloads</li>
<li>Translate technical constraints into delivery decisions</li>
</ul></li><li>Solid conceptual understanding of:</li>
<li><ul><li>SaaS platforms</li>
<li>LLMs and AI agent workflows</li>
</ul></li>
</ul><p>Stakeholder Management &amp; Communication</p><ul>
<li>
Can confidently manage:</li>
<li><ul><li>CX leadership</li>
<li>IT and engineering teams</li>
<li>Internal product and AI stakeholders</li>
</ul></li><li>Produces:</li>
<li><ul><li>Clear documentation</li>
<li>Actionable recaps</li>
<li>Concise, honest status updates</li>
</ul></li>
</ul><p>Execution Mindset</p><ul>
<li>
Turns ideas into:</li>
<li><ul><li>Tasks, owners, and deadlines</li></ul></li>
<li>Keeps delivery tools always current and reliable</li>
<li>Strong sense of ownership and follow-through</li>
</ul><p>
AI Project Awareness</p><ul>
<li>
Comfortable with:</li>
<li><ul><li>Iterative AI delivery (experiments, versions, evaluation cycles)</li>
<li>Data privacy, guardrails, and quality metrics</li>
</ul></li><li>Understands that AI delivery is adaptive, not linear</li>
</ul><h3 class="jobSectionHeader"><b>Why Join Lucidya&rsquo;s AI Agents Team</b></h3><ul>
<li>Work at the intersection of AI, CX, and enterprise delivery</li>
<li>Shape how AI agents are deployed in real-world, high-impact environments</li>
<li>Partner with strong product, AI, and engineering teams</li>
<li>Own delivery end-to-end - not just coordination</li>
<li>Help define delivery standards for a brand-new AI business line</li>
</ul><p></p><p>
Apply Now and help us redefine the future of Customer Experience with AI Agents.</p></div><p></p>

Project / Delivery Manager - AI Agents

<div><h3 class="jobSectionHeader"><b>About Lucidya</b></h3><p>
At Lucidya, we are pioneering the future of customer experience (CX) through our innovative AI Agents business line. Our AI-powered conversational agents transform how businesses engage with customers - delivering seamless, intelligent, and scalable support. Join us as a CX Manager and be the driving force ensuring these AI Agents deliver exceptional daily experiences to customers worldwide.</p><h3 class="jobSectionHeader"><b>
Role Summary</b></h3><p>
As the CX Manager - AI Agent CX, you own the question:</p><p>
&ldquo;Is this AI agent delivering a great customer experience every day?&rdquo;</p><p><br>
You will step in once our AI agent goes live, leading day-to-day CX operations, monitoring agent performance, managing feedback loops, and driving continuous improvement. Your role is critical in bridging technology and real-world customer interactions, ensuring our AI Agents not only meet but exceed CX expectations.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><p>
1. Go-live &amp; Hypercare</p><ul>
<li>
Lead CX operations as the primary contact during and immediately after AI agent deployment.</li>
<li>Collaborate with Implementation and Delivery teams on go-live planning.</li>
<li>Define hypercare period expectations with client CX leadership.</li>
<li>Collect and act on frontline feedback from supervisors and agents to ensure smooth early-stage operations.</li>
</ul><p>
2. Daily CX Operations</p><ul>
<li>
Oversee how the AI agent integrates with live CX workflows, including queue management, routing, and escalation.</li>
<li>Partner with client CX teams to balance automation and human intervention effectively.</li>
<li>Ensure seamless escalation processes with complete context and no dead ends or loops.</li>
</ul><p>
3. Conversation &amp; Performance Monitoring</p><ul>
<li>
Review sample conversations weekly to identify friction points, gaps in empathy, tone, and clarity.</li>
<li>Track key CX metrics such as containment vs escalation, CSAT, complaint trends, and reopened cases.</li>
<li>Escalate urgent issues involving critical errors, escalation failures, or compliance risks to relevant teams promptly.</li>
</ul><p>
4. Feedback &amp; Tuning Loop (with LLM &amp; Product Teams)</p><ul>
<li>
Act as the bridge between live CX insights and AI tuning teams.</li>
<li>Compile structured feedback for engineers and QA teams to improve agent performance and expand capabilities.</li>
<li>Prioritise fixes and new use cases based on impact and customer needs.</li>
<li>Participate in review cycles to validate enhancements align with CX realities.</li>
</ul><p>
5. CX Training &amp; Internal Enablement</p><ul>
<li>
Develop and deliver training materials for client CX teams, including quick guides, escalation protocols, and best practices.</li>
<li>Support training sessions on interpreting AI agent conversations, reporting issues, and reassuring customers.</li>
</ul><p>
6. Reporting &amp; Use Case Expansion</p><ul>
<li>
Produce regular performance reports summarizing key insights, trends, and recommendations.</li>
<li>Identify and propose new automation or co-pilot CX use cases based on data and frontline feedback.</li>
<li>Collaborate with Solution Consultants and Sales teams to uncover expansion opportunities and contribute CX success stories for case studies.</li>
</ul><p><b>
Requirements</b></p><h3 class="jobSectionHeader"><b>
What We&rsquo;re Looking For</b></h3><ul>
<li>5-8 years in CX operations, contact center management, customer support, or customer success.</li>
<li>2-3 years managing or closely working with digital/omnichannel CX platforms (CRM, ticketing, CCaaS, messaging).</li>
<li>Experience managing post-go-live CX tool operations (bots, IVR, live chat) is a strong advantage.</li>
</ul><h3 class="jobSectionHeader"><b>Must-have Skills</b></h3><ul>
<li>Deep understanding of contact center and CX operations: queues, SLAs, routing, escalation, QA scorecards, supervisor roles.</li>
<li>Strong analytical mindset: adept at interpreting dashboards, spotting patterns, and translating data into actionable insights.</li>
<li>Conceptual knowledge of LLM/AI behavior, recognizing the need for ongoing monitoring and tuning.</li>
<li>Excellent communication and stakeholder management skills - comfortable engaging CX directors, supervisors, and frontline agents alike.</li>
<li>Structured, disciplined approach to collecting feedback and ensuring follow-through.</li>
<li>Bilingual in Arabic and English is a strong advantage.</li>
</ul><h3 class="jobSectionHeader"><b>Why Join Lucidya?</b></h3><ul>
<li>Be at the forefront of AI-driven CX innovation in a fast-growing, dynamic environment.</li>
<li>Collaborate with cutting-edge AI, engineering, and product teams dedicated to revolutionizing customer engagement.</li>
<li>Impact millions of customers by delivering flawless, empathetic AI-powered experiences.</li>
<li>Grow your career with continuous learning and leadership opportunities.</li></ul><p><br>
Apply now and be part of our mission to redefine customer experience through intelligent automation.</p></div>

CX Manager- AI Agents

Join Lucidya and explore 11   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.