Project / Program Manager

The Project / Program Manager keeps the implementation on track and manages the organisational change that agentic AI inevitably introduces. This role coordinates across technical, operations, and business stakeholders, owns the delivery timeline, and ensures that the people, process, and governance dimensions of the deployment receive the same rigour as the technology.

Accountabilities

• Delivery Ownership: Accountable for the end-to-end delivery of implementation projects on time, within scope, and within budget.
• Stakeholder & Change Management: Accountable for managing the organisational and stakeholder change that agentic AI deployments introduce across client, partner, and internal teams.
• Risk & Governance: Accountable for project risk management and for establishing, contributing to, and executing PMO processes and governance standards.
• Resource & Scope Management: Ownership of resource allocation, and of any changes to project scope, schedule, or cost.
• Team Enablement: Accountable for mentoring and providing delivery leadership to the cross-functional implementation team (Tech Lead, Developers, QA, Integrations Engineer).

Key Responsibilities

• Assist in defining project scope and objectives with all relevant stakeholders, ensuring overall project feasibility.
• Develop and maintain a detailed project plan to monitor and track progress against milestones.
• Manage relationships with the client, partners, third-party vendors, and project stakeholders.
• Perform risk management activities to identify and minimise project risks.
• Maintain project documentation (plans, status reports, RAID logs).
• Contribute to and monitor product enhancement requests arising from project requirements.
• Establish, contribute to, and execute PMO processes across the implementation practice.
• Mentor and provide day-to-day delivery leadership to the project team.

Requirements

Required:

• Bachelor's degree in Business Management, Engineering, or equivalent work experience.
• Solid organisational skills, including attention to detail and multitasking ability.
• Ability to work both independently and as part of a team.
• Excellent written and oral communication skills — English, Portuguese, and Spanish.
• Excellent client-facing and internal stakeholder communication skills.
• Experience creating detailed reports and delivering presentations.
• Resilient, positive attitude and comfort operating under pressure and challenge.

Nice to have:

• PMP, PRINCE2, or Agile/Scrum certification.
• Experience managing conversational AI, IVR, or CCaaS implementation projects.
• Experience delivering projects for enterprise clients in banking, insurance, or utilities.
• Familiarity with PMO tooling (e.g., Jira, MS Project, Smartsheet).

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.