Specialist Project Manager, AI

Overview

Drive end-to-end delivery of technology and AI initiatives for SPARK, NiCE's internal incubation team that turns AI ideas into enterprise-ready tools used across CX International, coordinating global teams from concept to adoption.

What you'll do

• Own the SPARK delivery engine, ensuring ideas move from concept to adoption through strong governance, clear plans, and proactive stakeholder management.
• Manage the incubation portfolio from intake through prototype, pilot, and enterprise rollout using Agile methodologies, stage gates, and structured delivery practices.
• Lead sprint planning, stand-ups, reviews, retrospectives, and delivery tracking through Monday.com, ensuring transparency and execution excellence.
• Oversee scope, timelines, budgets, resources, risks, dependencies, and governance, maintaining RAID logs and proactively resolving blockers and escalations.
• Partner with Business Analysts, AI Architects, and Builders to define initiative charters and deliver measurable business outcomes.
• Drive stakeholder communication, providing clear updates on progress, risks, decisions, and value realization.
• Coordinate cross-functional teams across global regions, ensuring collaboration, accountability, and seamless transition from build to operations.
• Apply an AI-aware delivery approach, managing the lifecycle from experimentation and deployment to monitoring, adoption, and continuous improvement.
• Track delivery and value metrics, capture lessons learned, and evolve a repeatable SPARK delivery playbook.
• Ensure successful deployment and handover through UAT, training, support readiness, ServiceNow processes, and SLA-aligned operational support.

What you'll need

• Bachelor's degree in a relevant field or equivalent experience.
• 8-11 years of project/program management in software or technology delivery across the full SDLC.
• Experience delivering AI/ML/Generative AI solutions, including at least one production deployment.
• Strong Agile and hybrid delivery expertise with tools like Jira, Confluence, or Azure DevOps.
• Proven ability to manage multiple projects, stakeholders, budgets, timelines, and risks.
• Experience leading global, cross-functional teams without direct authority.
• Strong executive-facing communication and presentation skills.
• Practical understanding of AI model evaluation, deployment, and monitoring.
• Fluent in English.

Nice to have

• Experience taking AI/GenAI projects from prototype or pilot to production.
• Exposure to innovation labs, stage-gated delivery, MLOps, or LLMOps.
• Experience with global onsite/offshore delivery models and enterprise rollouts.
• Familiarity with ServiceNow, support SLAs, and incident management.
• PMP, PMI-ACP, PRINCE2, or Scrum Master certification.
• Experience in CX, contact centre, CCaaS, or enterprise SaaS environments.

Details

• Location: Pune, India.
• Work mode: hybrid, with 2 days in the office and 3 days working remotely each week (NiCE-FLEX).
• Reporting into: Director.
• Role type: Individual Contributor.