Senior Delivery Manager, Conversational AI

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – Conversational AI team. This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the Conversational AI space! If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you!

The Delivery Manager Lead is responsible for leading the Delivery Management team and overseeing the successful delivery of chatbot and voicebot solutions across multiple enterprise clients. This role ensures high-quality project execution, effective resource planning, financial governance, customer satisfaction, and continuous process improvement. The Delivery Manager Lead acts as the primary point of leadership for Delivery Managers, providing guidance, coaching, governance, and operational oversight while collaborating closely with cross-functional teams including Sales, Account Management, Engineering, AI, Conversation Design, Finance, Legal, and Operations

Job Responsibiliti

• es

Lead, coach, and develop the Delivery Management t

• eamRecruit, onboard, and train new Delivery Manag

• ersManage team capacity, resource allocation, vacation planning and career developm

• entDefine individual Success Goals and conduct performance revi

• ewsAllocate Delivery Managers across projects according to priorities and capac

• itySupport knowledge sharing, coaching, and continuous improvement within the t

• eamOversee the successful delivery of chatbot and voicebot projects using Knowledge of Generative AI, Large Language Models (LLMs) and deterministic fl

• owsReview and approve project plans, timelines, effort estimates, and resource pl

• ansReview and approve Statements of Work (SOWs), Change Requests, proposals, and key customer deliverab

• lesMonitor project health, risks, dependencies, delivery performance, while building & maintaining dashboard governa

• nceProcess Improvement: Standardize delivery processes and project governance across the organizat

• ionDevelop templates, playbooks, and documentation to improve delivery consiste

• ncyIdentify opportunities for automation and operational efficie

• ncyDrive continuous improvement initiatives for chatbot and voicebot deliv

• eryParticipate in strategic client meetings and support customer escalati

• onsManage project financial governance, including contracts, invoices, Purchase Orders (POs), Cognigy Professional Services hours, and payment track

• ingCoordinate external Contractors collaborations, including specific financial governa

• nceCoordinate resource allocation with Finance and other business stakehold

• ersReview project roadmaps and portfolio priorit

• iesDevelop and maintain delivery governance processes, templates, dashboards, and project management standa

• rdsWork closely with Sales, Account Management, AI Engineers, Conversation Designers, Product, Operations, Finance, Legal, and Executive Leaders

• hipSupport pre-sales activities by reviewing implementation approaches, delivery plans, effort estimates, and staffing requireme

• ntsCollaborate on contract review involving delivery scope and implementation servi

• cesPrepare and present portfolio updates, KPIs, and executive repo

• rtsDrive continuous improvement initiatives across delivery operati

ons

Skills And Qualificat

• ions

Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or a related

• fieldExperience delivering chatbot, voicebot, Conversational AI, or AI-driven digital solu

• tionsKnowledge of Generative AI, Large Language Models (LLMs), and conversational AI plat

• formsProven experience leading delivery or project management

• teamsExperience managing complex technology implementation projects and enterprise customer portfolios; nice-to-have experience in Consulting environments /

• teamsStrong knowledge of project delivery methodologies, resource planning, and financial manag

• ementExperience with SOWs, Change Requests, contracts, and customer relationship manag

• ementExcellent leadership, communication, organizational, and stakeholder management s

• killsProfessional proficiency in En

• glishPMP, Agile, Scrum, or similar certification is a

plus

out UsFoundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for \+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 a seamless experience to customers in the moments that m

atter.