Professional Services Manager - Conversational AI (French & English)

Egypt

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

The Professional Services Manager – CAI leads Conversational AI solution implementations and ensures the success of client projects from initiation through continuous improvement. This role is responsible for planning, execution, and delivery of CAI projects, including defining goals, scope, timelines, and resources.

You will partner with senior management, clients, end-users, and technical teams to keep stakeholders aligned and informed. Responsibilities include monitoring progress, controlling budgets, resolving risks, and ensuring timely, high-quality delivery of chatbot and voicebot solutions.

Key Responsibilities

Plan and manage CAI implementation projects with clear objectives and detailed work plans.
Lead and mentor project teams, assigning tasks and ensuring accountability.
Monitor all project stages, resolving issues, and mitigating risks with contingency strategies.
Collect and document client requirements, maintaining strong communication throughout the project.
Manage scope and timelines to ensure on-time, client-approved delivery.
Facilitate client-facing meetings (kick-offs, weekly check-ins, retrospectives) and track outcomes.
Ensure compliance with internal processes, SLAs, and QA checkpoints.
Consolidate and act on client feedback, coordinating iterations with design and development teams.
Track and present project performance, delivery health, and optimization opportunities.
Identify new opportunities for improvement or expansion, collaborating with designers and consultants.
Support backlog prioritization and sprint planning.
Provide project visibility and stakeholder alignment through reporting and dashboards.

Why You’ll Love This Role

Be at the forefront of CX transformation, working with leading BOT/AI technologies, especially Genesys.
Work with global clients across the U.S. and EMEA in a dynamic environment.
Collaborate with a team of experts in AI, automation, performance, and agent tools.
Manage multiple projects simultaneously with opportunities to showcase leadership and problem-solving.
Grow professionally by working on complex, high-visibility projects while developing technical, project management, and client relationship skills.

Qualifications – Experience

Must Have:

Strong leadership and interpersonal skills.
Excellent communication and presentation abilities.
Proficiency in project management tools and methodologies (Agile, Scrum).
Knowledge of AI technologies, including chatbots, voicebots, and conversational interfaces.
Experience in client-facing roles and managing teams.
Ability to meet tight deadlines under pressure.
Strong organizational and time management skills.
Proficiency in Excel and PowerPoint with a data-driven mindset.
Fluent English and French (C1 minimum).

Nice to Have: