Qureos Mentor

Lucidya | لوسيديا

<div>
 
 About Lucidya:
 
 
 
 Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
 
 
 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.
 
 
 
 Why this role matters:
 
 
 
 We're growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience. Our clients range from governmental to large enterprises and everything in between, and we're looking for a Customer Success Manager that puts experience and high standards at the forefront of every interaction with our customers.
 
 
 
 What you'll be doing:
 
 
 
 <ul>
 <li>
 Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them
 </li>
 <li>
 Bridge the gap between the customer being onboarded and gaining value from our services
 </li>
 <li>
 Find strategic and consistent ways to keep our clients engaged &amp; using our products regularly, increasing our adoption
 </li>
 <li>
 Build strong relationships with our customers rooted in trust and build customer loyalty through them
 </li>
 <li>
 Help our customers set-up and navigate our platform
 </li>
 <li>
 Identify which of our products could further bring value to our customers and up/cross-sell
 </li>
 <li>
 Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them
 </li>
 <li>
 Work closely with the Customer Support, Professional Services, Product &amp; Sales team to deliver an exceptional customer experience
 </li>
 <li>
 Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally
 
 
 </li>
 </ul>
 
 Who You Are:
 
 
 
 <ul>
 <li>
 You're proactive and don't wait for the customer to reach out to you with a problem to know what they need or what challenges they're facing
 </li>
 <li>
 You're tech-savvy, and are comfortable navigating CRM tools such as HubSpot (that's what we use here at Lucidya)
 </li>
 <ul>
 <li>
 How to know you're tech-savvy? Your family and friends ask you questions like "how do I do X on this [app]?"
 </li>
 </ul>
 <li>
 You're also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc
 </li>
 <li>
 You're a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner
 </li>
 <li>
 You're also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones
 </li>
 <li>
 You're extremely customer centric - you put empathy at the forefront of customer interactions
 </li>
 <li>
 You have 5+ years of experience in a similar role, and have a deep understanding of B2B SaaS
 </li>
 <li>
 You're comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them
 
 
 </li>
 </ul>
 
 What the hiring process will look like:
 
 
 
 <ul>
 <li>
 Screening call with TA
 </li>
 <li>
 Technical interview with the hiring manager
 </li>
 <li>
 Offer
 
 
 </li>
 </ul>
 The ideal candidate we're looking for would read this and get excited at the prospect of owning the customer's experience, and probably already thinking of ways to keep the customer engaged and enthusiastic. If you felt that way, then this role may be the right fit for you!
</div>

Sr. Customer Success Manager

<div>
 
 About Lucidya
 
 
 
 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
 
 
 
 About The Role
 
 
 
 As a Solutions Consultant for Lucidya's AI Agents, you will own the critical question:
 
 
 "What should we build and why?"
 
 
 You will be the linchpin connecting prospects, customers, and internal teams to design, articulate, and pilot agentic CX solutions that solve real-world problems.
 
 
 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's strategic vision.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Prospecting &amp; Lead Qualification
 </li>
 <li>
 Identify potential prospects and design partners by scanning Lucidya'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>
 <li>
 Discovery
 </li>
 <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>
 <li>
 Workflow Mapping
 </li>
 <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>
 <li>
 Success Definition
 </li>
 <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>
 <li>
 Pilot Narrative Owner
 </li>
 <li>
 Own the storytelling and value narrative for each pilot, articulating:
 </li>
 <ul>
 <li>
 Why the pilot matters and its CX transformation impact
 </li>
 <li>
 How AI Agents fit the customer's CX vision
 </li>
 <li>
 Expected ROI and long-term evolution
 </li>
 </ul>
 <li>
 Provide clarity to GTM, Product Management, and Engineering teams to guide prioritization
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 <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>
 
 Required Skills
 
 
 
 <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>
 
 Why Join Us?
 
 
 
 <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>
 Apply Now and help us redefine the future of Customer Experience with AI Agents.
</div>

Solutions Consultant - AI Agents

<div>
 Lucidya is a fast-growing SaaS company transforming customer experience across the MENA region through AI-powered solutions built for the Arabic-speaking world.
 
 
 Our
 
 AI Agents business unit
 
 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.
 
 
 As we scale this new business unit, we are hiring a
 
 Software Quality Assurance Engineer
 
 to ensure our AI agents meet the highest standards of quality, performance, and enterprise readiness.
 
 
 
 Why We're Hiring
 
 
 
 The AI Agents unit operates at the intersection of
 
 AI behavior, backend systems, APIs, and user experience
 
 . 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.
 
 
 We need a QA Engineer who can:
 
 
 <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>
 
 What You'll Do (Key Responsibilities)
 
 
 
 
 AI Agent Quality &amp; Test Strategy
 
 
 
 <ul>
 <li>
 Partner with product, AI, data, and engineering teams early ("shift-left") 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 "good quality" means for AI agents (reliability, fallback behavior, latency, error handling, consistency).
 
 
 </li>
 </ul>
 
 Manual &amp; Exploratory Testing
 
 
 
 <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>
 
 Automation &amp; CI/CD
 
 
 
 <ul>
 <li>
 Design, build, and maintain automated test suites (UI, API, end-to-end), with Playwright preferred.
 </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>
 
 API, Backend &amp; Non-Functional Testing
 
 
 
 <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>
 
 Quality Governance &amp; Reporting
 
 
 
 <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>
 
 Continuous Improvement
 
 
 
 <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>
 
 What You Must Have (Non-Negotiables)
 
 
 
 <ul>
 <li>
 Strong QA Fundamentals
 
 
 </li>
 </ul>
 Solid manual and exploratory testing skills, strong defect analysis, and the ability to identify edge cases and risks.
 
 
 <ul>
 <li>
 Practical Automation Experience Hands-on experience building, maintaining, and troubleshooting automated tests (Playwright preferred)
 </li>
 <li>
 API &amp; Backend Testing Competency Ability to test APIs and validate backend flows thoroughly
 </li>
 <li>
 High Adaptability Comfortable working across manual, automation, performance/security, requirement discussions, and shifting priorities
 </li>
 <li>
 Strong Communication &amp; Ownership Clear communicator, proactive collaborator, takes ownership of quality, and willing to participate in occasional rotational weekend support
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 
 Skills &amp; Qualifications
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Science, Engineering, or a related field
 </li>
 <li>
 2-5 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>
 
 Why Join Lucidya - AI Agents
 
 
 
 <ul>
 <li>
 Be part of building a brand-new AI Agents business unit 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>
 
 About Lucidya
 
 
 
 Lucidya is a leading AI-powered Customer Experience Management (CXM) platform that enables brands to listen, understand, and engage with their customers across multiple channels. As part of our ambitious growth and innovation roadmap, we are launching a new AI Agent platform designed to automate and elevate customer interactions through cutting-edge artificial intelligence.
 
 
 This is a strategic, ground-floor opportunity to join a small, dedicated team at the forefront of an emerging market. You won't just manage tasks - you will shape the product's vision, strategy, and execution, leaving a tangible mark on a transformative platform.
 
 
 
 Role Overview
 
 
 
 As the Senior Product Manager for the AI Agent platform, you will own the entire product lifecycle - from defining and refining the roadmap to driving discovery with clients, collaborating closely with engineering and design teams, and delivering high-impact features that meet evolving market and customer needs.
 
 
 You will be the key driver ensuring that our AI Agent delivers exceptional customer experience every day, continuously improving based on data, feedback, and market trends.
 
 
 
 Your Team &amp; Collaboration
 
 
 
 You will lead a high-performing, cross-functional team that includes:
 
 
 <ul>
 <li>
 2 Front-end Engineers
 </li>
 <li>
 2 Backend Engineers
 </li>
 <li>
 3 AI Engineers
 </li>
 <li>
 1 Senior Product Designer
 </li>
 <li>
 1 Software Quality Assurance Specialist
 </li>
 <li>
 Solution Consultant
 
 
 </li>
 </ul>
 Your collaboration extends across Lucidya's broader product teams (Social Listening, Engage), Sales and Customer Success teams, clients for discovery and validation, external integration partners, and AI leadership (Director of AI, AI Agent Engineering Manager).
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Own and drive the product roadmap for the AI Agent platform, aligning priorities with business goals and client needs
 </li>
 <li>
 Lead continuous discovery efforts with customers and internal stakeholders to validate and refine product direction
 </li>
 <li>
 Define product scope, releases, and success metrics; monitor agent performance post-launch
 </li>
 <li>
 Translate client feedback into actionable product improvements and feature enhancements
 </li>
 <li>
 Collaborate with AI engineers to define agent use cases and capabilities
 </li>
 <li>
 Identify and prioritize integrations with third-party platforms and Lucidya modules based on business value
 </li>
 <li>
 Stay abreast of AI Agent industry trends and emerging technologies, evaluating their potential impact on our product
 </li>
 <li>
 Test and vet new tools and technologies to drive innovation and efficiency
 
 
 </li>
 </ul>
 
 Day-to-Day Activities
 
 
 
 <ul>
 <li>
 Conduct regular sync meetings with engineering and design teams for alignment on scope, priorities, and delivery timelines
 </li>
 <li>
 Prioritize and manage the product backlog in support of roadmap execution
 </li>
 <li>
 Engage in client discovery sessions and calls to gather insights and validate product decisions
 </li>
 <li>
 Write and refine detailed product specifications and user stories
 </li>
 <li>
 Review designs and provide constructive feedback to ensure usability and alignment
 </li>
 <li>
 Track and analyze product KPIs and agent performance data
 </li>
 <li>
 Coordinate with cross-functional stakeholders to ensure seamless product delivery
 
 
 </li>
 </ul>
 
 What Success Looks Like
 
 
 
 <ul>
 <li>
 Rapidly shape and execute a clear product vision and roadmap that resonates with client needs and market opportunities
 </li>
 <li>
 Establish robust discovery and feedback loops that consistently improve product-market fit
 </li>
 <li>
 Deliver scalable AI Agent features and integrations that drive customer satisfaction and business growth
 </li>
 <li>
 Foster strong collaboration and communication across technical and non-technical teams
 </li>
 <li>
 Demonstrate agility in navigating an evolving AI landscape and fast-moving market dynamics
 
 
 </li>
 </ul>
 
 Challenges You'll Overcome
 
 
 
 <ul>
 <li>
 Navigating the fast-evolving AI Agent market by continuously monitoring trends and making strategic decisions
 </li>
 <li>
 Extracting true client pain points when customer understanding of AI capabilities may be limited
 </li>
 <li>
 Quickly ramping up on technical and AI concepts to effectively partner with engineers and AI experts
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Experience:
 
 
 <ul>
 <li>
 5+ years as a Product Manager in B2B SaaS environments
 </li>
 <li>
 Experience with AI-powered products is a strong plus (focus on building AI-enabled features, not AI model development)
 
 
 </li>
 </ul>
 Skills &amp; Qualifications:
 
 
 <ul>
 <li>
 Native Arabic speaker with professional proficiency in English
 </li>
 <li>
 Exceptional discovery skills to extract actionable insights from client feedback
 </li>
 <li>
 Strong prioritization and decision-making abilities, balancing trade-offs effectively
 </li>
 <li>
 Comfortable working closely with engineering teams and understanding technical concepts
 </li>
 <li>
 Excellent communication skills for diverse stakeholder engagement
 </li>
 <li>
 Creative and logical thinker with a hands-on mindset - willing to explore new tools and technologies
 </li>
 <li>
 Adaptable to ambiguity in a fast-paced, evolving product environment
 </li>
 <li>
 Market-aware: continuously researches AI, CXM, and competitive trends
 
 
 </li>
 </ul>
 
 Interview Process
 
 
 
 <ul>
 <li>
 MawHub Screening
 </li>
 <li>
 Technical Interview with Kassem Bagher (AI Agent Engineering Manager) &amp; Hasan Al-Hendi (Head of Product)
 </li>
 <li>
 Final Interview with Tarik Shalby (General Manager - AI Agent) &amp; Qaiser Khan (Director of AI)
 
 
 </li>
 </ul>
 If you're passionate about AI, customer experience, and building products that redefine how brands engage with customers, we want to hear from you. Join us and help shape the future of AI-driven customer interactions.
</div>

Senior Product Manager - AI Agent Platform

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

Project / Delivery Manager - AI Agents

<div>
 The Marketing Director - Brand &amp; Demand will own &amp; integrate Lucidya'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.
 
 
 
 Responsibilities
 
 
 
 
 Brand &amp; Narrative Leadership
 
 
 
 <ul>
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 Own Lucidya's brand positioning, messaging architecture, and storytelling across all channels.
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 Ensure content, creative, PR, events, and campaigns reinforce a consistent and differentiated market narrative.
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 Act as final decision-maker on brand quality, tone, and creative standards.
 
 
 </li>
 </ul>
 
 Demand &amp; Pipeline Ownership
 
 
 
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 Own marketing-sourced pipeline targets in partnership with the Inside Sales Director.
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 Translate brand strategy into demand programs that drive MQLs, SQLs, and revenue contribution.
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 Oversee integrated campaigns across paid search, paid social, ABM, events, and content-led demand.
 
 
 </li>
 </ul>
 
 Campaigns, Content &amp; Events
 
 
 
 Lead the end-to-end planning and execution of:
 
 
 <ul>
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 Flagship events and executive roundtables
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 Integrated ICP and vertical campaigns
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 Thought leadership programs and content series
 
 
 </li>
 </ul>
 Ensure campaigns are insight-led, performance-tracked, and continuously optimized.
 
 
 
 Digital Advertising &amp; Performance
 
 
 
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 Provide senior leadership and direction for digital advertising and performance marketing.
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 Set strategy for channel mix, experimentation, and budget allocation (in collaboration with Marketing Ops).
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 Ensure performance marketing supports both short-term pipeline and long-term brand equity.
 
 
 </li>
 </ul>
 
 Team Leadership &amp; Development
 
 
 
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 Directly manage senior managers and leads across brand, content, campaigns, and digital advertising.
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 Coach and upskill existing managers who are currently strong executors but inexperienced leaders.
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 Build a high-accountability culture focused on outcomes, not activity.
 
 
 </li>
 </ul>
 
 Cross-Functional Leadership
 
 
 
 Partner closely with:
 
 
 <ul>
 <li>
 Inside Sales on funnel health and SQL quality
 </li>
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 Product &amp; Customer Marketing on launches and GTM alignment
 </li>
 <li>
 Finance on budget planning, ROI, and forecasting
 </li>
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 Act as the primary marketing counterpart for commercial leadership on brand and demand matters.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 12+ years of B2B marketing experience.
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 4-5 years leading a multi-function marketing organization (brand + demand).
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 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>
 
 Preferred Experience
 
 
 
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 <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

<div>
 
 About Lucidya:
 
 
 
 Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
 
 
 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.
 
 
 
 Why this role matters:
 
 
 
 We're growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience. Our clients range from governmental to large enterprises and everything in between, and we're looking for a Customer Success Manager that puts experience and high standards at the forefront of every interaction with our customers.
 
 
 
 What you'll be doing:
 
 
 
 <ul>
 <li>
 Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them
 </li>
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 Bridge the gap between the customer being onboarded and gaining value from our services
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 Find strategic and consistent ways to keep our clients engaged &amp; using our products regularly, increasing our adoption
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 Build strong relationships with our customers rooted in trust and build customer loyalty through them
 </li>
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 Help our customers set-up and navigate our platform
 </li>
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 Identify which of our products could further bring value to our customers and up/cross-sell
 </li>
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 Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them
 </li>
 <li>
 Work closely with the Customer Support, Professional Services, Product &amp; Sales team to deliver an exceptional customer experience
 </li>
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 Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally
 
 
 </li>
 </ul>
 
 Who You Are:
 
 
 
 <ul>
 <li>
 You're proactive and don't wait for the customer to reach out to you with a problem to know what they need or what challenges they're facing
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 You're tech-savvy, and are comfortable navigating CRM tools such as HubSpot (that's what we use here at Lucidya)
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 <ul>
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 How to know you're tech-savvy? Your family and friends ask you questions like "how do I do X on this [app]?"
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 </ul>
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 You're also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc
 </li>
 <li>
 You're a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner
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 You're also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones
 </li>
 <li>
 You're extremely customer centric - you put empathy at the forefront of customer interactions
 </li>
 <li>
 You have 3-5 years of experience in a similar role, and have a deep understanding of B2B SaaS
 </li>
 <li>
 You're comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them
 
 
 </li>
 </ul>
 
 What the hiring process will look like:
 
 
 
 <ul>
 <li>
 Screening call with TA
 </li>
 <li>
 Technical interview with the hiring manager
 </li>
 <li>
 Offer
 
 
 </li>
 </ul>
 The ideal candidate we're looking for would read this and get excited at the prospect of owning the customer's experience, and probably already thinking of ways to keep the customer engaged and enthusiastic. If you felt that way, then this role may be the right fit for you!
</div>

Customer Success Manager

Join Lucidya | لوسيديا and explore 8   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.