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Professional Services Manager - Conversational AI (French & English) 1
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Job Description:
About Foundever™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for more than 750 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 seamless experiences to customers in the moments that matter.
Business Unit Summary
At Foundever, we are revolutionizing customer experience with cutting-edge digital solutions. As we continue to grow, we are building a pioneering Digital Services organization and seeking exceptional talent to join our Professional Services – CAI team.
This is your chance to be part of a dynamic, forward-thinking group working on high-impact projects that drive innovation in the Conversational AI space. If you’re passionate about end-to-end solution implementations, top-tier CX technology, and customer success, this role is for you.
Job Summary
As a Production Manager- CAI, you will oversee the end-to-end production of Conversational AI projects (chatbot and voicebot). From the implementation, ensuring the success of our client projects to continuous improvement. It is responsible for leading the planning and execution of Conversational AI (CAI) projects. This role involves defining project goals, following up the timelines, and coordinating CAI team tasks. It will interact regularly with senior management, clients, end-users, and technical teams to keep everyone aligned and informed about project progress. It will monitor project progress, identify and resolve issues and risks, and take corrective measures to ensure the success of the chabot or voicebot project.
Key Responsibilities
- Follow the project setup plan, defining clear objectives and strategies.
- Assigning tasks and responsibilities for Conversational Designers and Conversational AI Engineers.
- Supervise and monitor all stages of the project from setup to maintenance, ensuring progress, quality standards, technical requirements, and resolving issues.
- Identify and mitigate project risks, developing contingency strategies.
- Engage and regularly communicate with relevant project stakeholders.
- 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.
- Owns the project roadmap, ensuring long-term planning with clear prioritization based on strategic goals, business impact, and automation targets.
Why You’ll Love This Role
Be at the forefront of CX transformation, working with leading BOT/ AI technologies, specially Genesys delivery.
Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills
Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills
Qualifications – Experience
Must have:
- Strong leadership and interpersonal skills.
- Excellent communication and presentation skills.
- Proficiency in project management tools and methodologies (e.g., Agile, Scrum).
- Knowledge of AI technologies, chatbots, voicebots and conversational interfaces.
- 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.
- Fluent in written and spoken English (C1 level minimum).
Nice to have:
- Proficiency in German, French or any other EU language.
- A proactive attitude, with a passion for learning and keeping up with the latest industry trends.
- Familiarity with project management software (e.g., Jira, Smartsheet).
- A collaborative team player who can also work independently with minimal supervision.
- Experience in chatbot and voicebot project using Cognigy or LLM tools.
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