Senior Technical Program Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $170k - $210k / year

⏰ Full Time

🟠 Senior

🔧 Technical Program Manager

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Parloa

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

🏢 Enterprise

💰 Series B on 2024-04

Artificial Intelligence • Enterprise

Parloa is a leading global AI company with a vision to make every customer interaction as easy as talking to a friend. We amplify the customer service experience with our AI Agent Management Platform. This enterprise-grade platform automates contact centers by leveraging the full power of generative AI safely & reliably in the context of consumer interactions. It combines highly-skilled personal AI agents that engage in natural and unique conversations with every customer, with AI assistance for human agents when they get on the line. Global brands trust Parloa to connect with their customers, ensuring they feel heard through exceptional experiences that increase satisfaction, encourage sales, and build loyalty.

📋 Description

• Own end-to-end delivery across scope, timeline, budget, quality, risks, and dependencies for enterprise AI deployments • Lead implementations from SOW kickoff through design, integration, UAT, production go-live, and hypercare • Drive execution across cross-functional delivery pods consisting of Forward Deployed Engineers, Agent Architects, and partner teams • Maintain project governance across project plans, RAID logs, milestone tracking, risk management, change requests, and escalation handling • Proactively identify delivery risks, resource constraints, and implementation blockers while driving alignment across stakeholders • Serve as the primary delivery contact for enterprise customer stakeholders, including executive sponsors and technical leaders • Translate business objectives into structured implementation plans with clear ownership, milestones, and success criteria • Lead governance meetings, executive updates, steering committees, UAT reviews, and go-live readiness discussions • Manage customer escalations and maintain delivery momentum across complex, high-visibility programs • Partner closely with Engagement Management post-go-live to support long-term adoption and expansion opportunities • Coordinate technical delivery across integrations, infrastructure, environments, testing, and deployment readiness • Partner with Product, Sales, Solution Engineering, Support, and Deployment Strategists to ensure smooth customer execution • Support pre-sales activities including delivery scoping, resource estimation, SOW reviews, and implementation risk assessment • Manage co-delivery execution with SIs, GSIs, BPOs, and external implementation partners • Ensure technical and operational dependencies are aligned across all delivery workstreams • Apply Agile, Waterfall, or Hybrid methodologies based on customer needs and implementation complexity • Drive consistency across delivery governance, implementation standards, documentation, runbooks, and operational processes • Ensure compliance, security, and data governance requirements are incorporated into delivery planning • Mentor junior TPMs and help establish scalable delivery best practices across the broader organization

🎯 Requirements

• 6+ years of experience in technical program management, enterprise software delivery, consulting, professional services, or customer implementations • Proven experience leading complex enterprise deployments involving integrations, multiple stakeholders, and cross-functional delivery teams • Strong technical credibility and comfort discussing integrations, APIs, infrastructure dependencies, and implementation trade-offs • Experience managing enterprise programs across Agile, Waterfall, and Hybrid delivery methodologies • Strong stakeholder management and executive communication skills with the ability to influence alignment across technical and business teams • Highly organized, execution-oriented, and comfortable operating in fast-paced, ambiguous environments • Strong ownership mindset with the ability to proactively drive issues to resolution and maintain delivery momentum • Experience mentoring junior team members or helping establish scalable delivery processes and governance standards • Experience with conversational AI, LLMs, or enterprise AI deployments • Exposure to CCaaS platforms, APIs, or enterprise integrations such as Genesys, Five9, NICE, or Avaya • Experience supporting pre-sales scoping, SOW development, resource estimation, or delivery planning • PMP, Scrum Master, Agile, or related certifications • Experience working with SIs, GSIs, BPOs, or multi-region enterprise delivery programs • Passion for AI tooling, operational excellence, and delivery process optimization

🏖️ Benefits

• Performance-based variable component as part of OTE • Equity package • Equal opportunities regardless of race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background, and other characteristics