Technical Program Manager

About this role

About Parloa

Parloa’s 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 Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.

About the Role

As a Technical Program Manager at Parloa, you will lead the end-to-end delivery of enterprise Agentic AI deployments, owning execution across complex customer implementations from kickoff through go-live and hypercare. You will act as the central delivery owner across customers, internal delivery teams, and external partners, ensuring enterprise programs are delivered successfully, on time, and at scale.

This is a highly cross-functional, customer-facing role where you will combine structured program leadership with technical delivery coordination, partnering closely with Forward Deployed Engineers, Agent Architects, Product, Sales, Solution Engineering, and partner organizations to drive successful enterprise AI transformations.

You will also play a key role in helping scale Parloa’s delivery organization by driving operational rigor, and improving governance processes..

Areas of Ownership

Enterprise Delivery Leadership

• Own end-to-end delivery across scope, timeline, budget, quality, risks, and dependencies for enterprise AI deployments

• Lead implementations from SOW kickoff through design, integration, UAT, production go-live, and hypercare

• Drive execution across cross-functional delivery pods consisting of Forward Deployed Engineers, Agent Architects, and partner teams

• Maintain project governance across project plans, RAID logs, milestone tracking, risk management, change requests, and escalation handling

• Proactively identify delivery risks, resource constraints, and implementation blockers while driving alignment across stakeholders

Customer & Stakeholder Management

• Serve as the primary delivery contact for enterprise customer stakeholders, including executive sponsors and technical leaders

• Translate business objectives into structured implementation plans with clear ownership, milestones, and success criteria

• Lead governance meetings, executive updates, steering committees, UAT reviews, and go-live readiness discussions

• Manage customer escalations and maintain delivery momentum across complex, high-visibility programs

• Partner closely with Engagement Management post-go-live to support long-term adoption and expansion opportunities

Technical & Cross-Functional Coordination

• Coordinate technical delivery across integrations, infrastructure, environments, testing, and deployment readiness

• Partner closely with Product, Sales, Solution Engineering, Support, and Deployment Strategists to ensure smooth customer execution

• Support pre-sales activities including delivery scoping, resource estimation, SOW reviews, and implementation risk assessment

• Manage co-delivery execution with SIs, GSIs, BPOs, and external implementation partners

• Ensure technical and operational dependencies are aligned across all delivery workstreams

Delivery Excellence & Operational Rigor

• Apply Agile, Waterfall, or Hybrid methodologies based on customer needs and implementation complexity

• Drive consistency across delivery governance, implementation standards, documentation, runbooks, and operational processes

• Ensure compliance, security, and data governance requirements are incorporated into delivery planning

• Mentor junior TPMs and help establish scalable delivery best practices across the broader organization

What Success Looks Like

• Enterprise Agentic AI deployments launch successfully, on time, and with strong customer outcomes

• Customers, partners, and internal teams trust you to drive clarity, accountability, and execution across complex enterprise programs

• Risks, dependencies, escalations, and delivery challenges are proactively managed before impacting implementation success

• Delivery processes, governance frameworks, and TPM best practices scale effectively as Parloa continues to grow

Who You Are

• 3+ years of experience in technical program management, enterprise software delivery, consulting, professional services, or customer implementations

• Proven experience leading complex enterprise deployments involving integrations, multiple stakeholders, and cross-functional delivery teams

• Strong technical credibility and comfort discussing integrations, APIs, infrastructure dependencies, and implementation trade-offs

• Experience managing enterprise programs across Agile, Waterfall, and Hybrid delivery methodologies

• Strong stakeholder management and executive communication skills with the ability to influence alignment across technical and business teams

• Highly organized, execution-oriented, and comfortable operating in fast-paced, ambiguous environments

• Strong ownership mindset with the ability to proactively drive issues to resolution and maintain delivery momentum

Nice to Have

• Experience with conversational AI, LLMs, or enterprise AI deployments

• Exposure to CCaaS platforms, APIs, or enterprise integrations such as Genesys, Five9, NICE, or Avaya

• Experience supporting pre-sales scoping, SOW development, resource estimation, or delivery planning

• PMP, Scrum Master, Agile, or related certifications

• Experience working with SIs, GSIs, BPOs, or multi-region enterprise delivery programs

• Passion for AI tooling, operational excellence, and delivery process optimization

Our recruiting process:

Talent Acquisition → Hiring Manager → Technical Case Study & Stakeholder Interview(s) → Bar Raiser

Why Parloa?

We’re at the beginning of a new era in customer experienc

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