IT Project Manager (Remote)

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are looking for an IT Project Manager who will be responsible for the following:

Roles and Responsibilities:

Delivery & execution

• Lead implementations of Conversational AI and CX projects (e.g., chat/voice bots, agent

• assist/knowledge assist, CCaaS, CRM, analytics) from discovery through go-live and hypercare.

• Manage multiple client implementation projects in parallel across phases (discovery, design, build, test, go-live, hypercare).

• Conduct client kickoff and align on scope, assumptions, milestones, resourcing, and “definition of done.”

• Perform discovery and gather business, operational, and technical requirements (use cases, call drivers, intents, escalation rules, agent workflows, reporting needs).

• Create and maintain the integrated project plan, including workstreams, milestones, resourcing, and critical path; incorporate each workstream’s tasks into the master plan.

• Coordinate conversation design and build activities with clear acceptance criteria (intents, flows, prompts, error handling, escalation paths).

• Drive go-live readiness with formal checklists (security approvals, access, monitoring, runbooks, rollback plan, cutover steps, training readiness).

• Track progress with measurable delivery metrics and proactively manage scope, trade-offs, and sequencing to hit milestones.

• Understand and map the end-to-end CX tech stack and dependencies (CCaaS, telephony/SIP, CRM, BI,Conversational AI, knowledge bases, IAM/security).

Operational excellence & Cross-functional collaboration

• Act as the liaison between Client stakeholders and internal teams (Engineering, Product, QA, Training, Client Success, Ops, Security/Compliance).

• Coordinate access management and environment readiness (Dev/QA/UAT/Prod), including release calendars, versioning, and deployment windows.

• Ensure observability is in place for production: logging, dashboards, alerts, transcript capture, SOPs, and incident response workflows.

• Facilitate product training enablement in collaboration with Operations/Training; ensure materials reflect the final experience and edge cases.

• Lead hypercare (~30–60 days post go-live) including triage process, defect prioritization, hotfix coordination, and stabilization KPIs.

• Support distributed/remote delivery: plan around time zones (India/Philippines/US), enforce async documentation norms, and keep a single source of truth (Jira/Confluence/Drive) for decisions, status,and RAID.