Humach (humans + machines) is a world-class customer experience outsourcer blending proven contact center expertise with next generation AI technologies. We partner with leading brands to deliver exceptional sales and support experiences that are compassionate, reliable, and results driven. Our people bring empathy, judgment, and a human touch while our AI solutions deliver speed, consistency, and efficiency, reducing costs while enhancing quality.
We’re seeking an AI Project Manager who will be responsible for planning, executing, and delivering AI-powered customer experience solutions, including digital voice agents, agent assist, and AI-enabled contact center platforms. This role blends traditional product and project management with AI-specific competencies, ensuring successful delivery of LLM-based and agentic systems from concept through production. The role requires close collaboration with engineering, data, QA, customer success, and external partners while maintaining a strong focus on scalability, evaluation, and real-world performance.
This is a fully remote position open to candidates who currently reside in Iowa, Wisconsin, Illinois, Texas, Florida, New Jersey, Michigan, and Minnesota.
RESPONSIBILITIES
- Own end-to-end project delivery for AI-driven products, including digital agents, agent assist, QA automation, and analytics initiatives.
- Translate business objectives and client requirements into clear AI project plans, milestones, and success metrics.
- Partner with the Customers and internal stakeholders to define requirements for LLM-based systems, prompt strategies, integrations, and workflows.
- Provide clear direction of requirements and expected outcomes to the engineering team.
- Manage execution of agentic workflows, including tool-calling, RAG pipelines, context engineering, and feedback loops.
- Coordinate cross-functional teams to ensure timely, high-quality releases across AI agent platforms.
- Coordinate AI solution integration into and with cloud-based contact center platforms (e.g., Talkdesk, Amazon Connect, Genesys).
- Oversee prompt lifecycle management, including iteration, evaluation, and performance tuning in production environments.
- Partner with QA and analytics teams to define and monitor AI evaluation frameworks (accuracy, containment, escalation quality, hallucination risk, sentiment bias).
- Act as a client-facing project lead, managing timelines, expectations, risks, and communications for enterprise deployments.
- Support incident response and continuous improvement efforts related to AI behavior, data quality, and system reliability.
- Maintain documentation for AI workflows, evaluation plans, escalation logic, and model updates.
- Stay current on AI PM best practices, agentic design patterns, and emerging tools relevant to Humach’s platform and client needs.
- Working knowledge of Large Language Models (LLMs), including training phases, inference, and model limitations.
- Understanding of prompt engineering principles and methods.
- Familiarity with open vs. closed-source model considerations, cost management, and production tradeoffs.
Agentic Systems & Workflow Design
- Experience supporting agentic workflows that reason, act, and iterate toward defined goals.
- Understanding of context engineering, including system prompts, memory, and retrieval-augmented generation (RAG).
- Exposure to tool-calling concepts and external API orchestration to support AI decision-making.
Evaluation & Quality Management
- Ability to define and interpret AI evaluation metrics, including qualitative and quantitative measures.
- Experience partnering with teams on human-in-the-loop review, annotations, and feedback ingestion.
- Understanding of common AI failure modes (hallucinations, bias, drift) and mitigation strategies.
Technical & Platform Collaboration
- Comfort working cross-functionally with engineers on APIs, cloud infrastructure, and integrations.
- Familiarity with contact center and customer experience platforms and workflows.
- Ability to translate technical AI concepts into clear project plans and client-facing explanations.
Product, Project & Client Leadership
- Strong project management discipline, including planning, risk management, dependency tracking, and delivery accountability.
- Client-facing communication skills with the ability to manage expectations across technical and non-technical stakeholders.
- Experience balancing speed, quality, and scalability in enterprise environments.
QUALIFICATIONS/REQUIREMENTS
- Bachelor’s degree plus 2–4 years of experience in product management, project management, or technical delivery roles; or equivalent combination of education and/or experience.
- Experience working with SaaS platforms, AI-enabled products, or cloud-based enterprise systems.
- Familiarity with AI/ML concepts, digital agents, or automation in production environments.
- Experience with contact center or customer experience software, functions, or operations strongly preferred.
- Strong written and verbal communication skills, including comfort explaining complex AI concepts.
- Demonstrated ability to coordinate cross-functional teams and drive outcomes in ambiguous environments.
- Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
Humach offers a competitive compensation and benefits package, including medical, dental, 401k, life insurance, paid time off and much more.
Humach is an equal opportunity employer. We provide equal opportunity to all applicants based on qualifications, regardless of race, color, religion, age, sex, national origin, disability, pregnancy or childbirth, veteran status, genetic information, citizenship, or any other group protected by federal, state, or local laws and regulations. Humach participates in E-Verify to confirm employment eligibility for new hires. Successful candidates will be subject to a background check.
Note: All correspondence from Humach regarding this position will be sent from a humach.com or humach.hire.trakstar.com email domain. Please do not respond to emails from any other similar domain asking you to respond with information and/or to complete a questionnaire.
