Technical Program Manager (Italy)

About Parloa

Parloas mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates Parloans are shaping the foundation of a new era in customer experience one where customer support is no longer transactions but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers with companies like HealthEquity Allianz SAP BarmeniaGothaer and TUI already deploying Parloa at scale.

About the role:

We are looking for aTechnical Program Manager (TPM) to lead high complexity deployments of our Agentic AI / conversational AI platform for enterprise this role youll 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.

Areas of ownership:

Project Ownership & Delivery

• 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.

Customer & Stakeholder Management

• 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.

Cross-Functional & Pod Coordination

• 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.

Methodology & Process Discipline

• 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.

Metrics & Reporting

• 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.

Who you are:

• 2 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 & Italian is required

NICE TO HAVE:

• Experience delivering AI/ML NLP LLM-based or Agentic AI solutions.
• Background in professional services or consulting working with enterprise clients.
• Familiarity with APIs webhooks event-driven architectures cloud infra (AWS/Azure/GCP).
• Certifications: PMP PRINCE2 CSM/CSPO SAFe or equivalent.
• Experience with partner co-delivery (SI GSI BPO or ISV ecosystems).

Our Recruiting Process:

Talent Acquisition Hiring Manager Technical Interview(s) Bar Raiser

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.

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* We provide equal opportunities to all qualified applicants regardless race gender sexual orientation age religion national origin disability status socioeconomic background and other characteristics.