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Parloa

Parloa, founded in 2018 by Malte Kosub and Stefan Ostwald, has rapidly evolved into a global leader in AI-powered customer service solutions, specializing in co

Senior Technical Program Manager – UK

Location

United Kingdom

Posted

4 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglishGo

Job Description

Senior Technical Program Manager – UK

Parloa

• 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.

Job Requirements

  • +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 is required.

Benefits

  • Parloa is committed to upholding the highest data protection standards for our clients' and employees' data.
  • All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
  • Parloa is an e-verify employer in the USA.

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