Senior Technical Program Manager, Parloa

• +3 years of experience in technical project management, program management, or delivery management for SaaS or enterprise software
• Hands-on experience delivering solutions involving at least one of:
• Contact Center / CCaaS, UCaaS, conversational AI, IVA/IVR, or related CX platforms
• Demonstrated ability to work across technical and business stakeholders (IT, Security, Operations, Business Owners)
• Solid understanding of software delivery methodologies (Agile/Scrum, Hybrid, and Waterfall) and when to apply each
• Strong skills in project planning tools (e.g., Jira, Asana, Monday, MS Project, Smartsheet) and collaboration tools (e.g., Confluence, Notion, Miro)
• Excellent communication, facilitation, and conflict resolution skills
• Proven track record managing multiple concurrent projects with global, distributed teams
• Fluency in English & French is required

Desirable

• We are looking for a Sr Technical Program Manager (TPM) to lead high complexity deployments of our Agentic AI / conversational AI platform for enterprise customers.
• In this role, you’ll own the end-to-end delivery lifecycle from scoping and planning through go-live and hypercare, working in a pod model alongside a Forward Deployed Engineer (FDE) and an Agent Architect (AA).
• You will be the primary owner of timeline, scope, risk, governance, and stakeholder communication, ensuring that customers successfully transition to an Agentic OS layer for their enterprise communications
• Own end-to-end delivery for assigned Agentic AI customer projects (scope, schedule, budget, risk, quality)
• Run the pod (TPM + FDE + Agent Architect) as a single accountable delivery unit
• Select and apply appropriate delivery methodology (Waterfall, Agile, or Hybrid) based on customer context and risk profile
• Drive project planning: work breakdown, dependencies, critical path, and resource allocations across internal and partner teams
• Maintain up-to-date project plan, RAID log (Risks, Assumptions, Issues, Dependencies) and change log
• Serve as primary delivery contact for customer project sponsors, IT, and business stakeholders
• Facilitate recurring governance: status calls, steering committees, UAT readouts, and go-live reviews
• Translate technical complexity into clear business impacts for executive stakeholders
• Manage scope and change requests, ensuring commercial and delivery impacts are understood and agreed
• Coordinate with Forward Deployed Engineers on integration readiness, environment setup, performance, and production stability
• Coordinate with Agent Architects on discovery, agent design, prompt/context strategy, and conversational tuning
• Collaborate with Sales, Solution Engineering, Product, and Support to ensure a seamless customer journey from sales handoff through BAU operations
• Where partners are involved (SI/GSI/BPO), manage co-delivery responsibilities, expectations, and escalation paths
• Plan and facilitate sprints, retros, and sprint reviews for Agile/hybrid projects; lead stage-gate reviews for Waterfall projects
• Enforce documentation standards (Charter, Design Docs, Runbooks, Handover Docs)
• Ensure risk and compliance requirements (security reviews, data governance, regulatory constraints) are captured and incorporated into the plan
• Define and track deployment KPIs, such as:
• Time to Blueprint, Time to First Agent in UAT, Time to Go-Live
• Milestone On-Time Rate
• Defect and incident trends during QA/UAT and Hypercare
• Report delivery status, risk posture, and mitigation plans to internal and external stakeholders
• Contribute data to capacity and utilization models to inform planning and staffing

• Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser