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Senior Technical Program Manager

2 weeks ago

Toronto, Ontario, Canada NETomi Full time $120,000 - $140,000 per year

About the Company:

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world's largest global brands do business? Join us

About the Role:

This role will drive project coordination and delivery for the voice IVR launch, bridging the gap between technical execution and project management. The program manager will ensure all teams (engineering, customer success, product/partner management) remain aligned, and that issues (voice quality, latency, integration hurdles) are tracked and resolved to meet the go-live timeline.

Responsibilities
  • Program Leadership: Own the IVR deployment roadmap and timeline – define project milestones, deliverables, and success criteria for go-live. Be responsible for the overall program execution, from final testing through rollout. This includes defining the IVR launch strategy and managing its execution across teams.
  • Cross-Functional Coordination: Coordinate daily/weekly workflows between the core technical team, integration consultants, project managers, and the product/partner manager. Ensure clear communication of priorities, dependencies, and issue status across all stakeholders. Act as the liaison between technical engineers and non-technical stakeholders to align technical solutions with business requirements.
  • Issue Tracking & Resolution: Implement a robust process for tracking outstanding technical issues (voice quality anomalies, latency, call routing failures, etc.) and project tasks. Facilitate rapid problem-solving by bringing the right people together to address blockers. Provide oversight so that critical issues are resolved or mitigated before launch.
  • Stakeholder Communication: Regularly report on project status to internal leadership and the client. Communicate risks, changes, or delays proactively, along with action plans. Manage expectations and ensure the client's requirements and experience goals are being met.
  • Quality & Readiness Assurance: Work with QA teams to ensure comprehensive end-to-end testing of the voice IVR (call flows, ASR accuracy, TTS quality, failover scenarios). Oversee user acceptance testing and any pilot or beta releases. Verify that all operational runbooks, support plans, and monitoring are in place for a smooth go-live.
Requirements
  • 7+ years of technical project or program management experience in software or IT deployments, including leading complex cross-functional initiatives with successful outcomes. Prior experience in contact center technology, telephony, or IVR/voice assistant implementations is highly preferred.
  • Strong understanding of Agile/Scrum project management methodologies and tools (JIRA, Confluence, etc.) to manage sprints, backlogs, and release plans. Able to adapt processes to ensure rapid issue resolution and iterative improvements.
  • Solid technical acumen in relevant domains – familiarity with cloud telephony (Amazon Connect or similar), VoIP/SIP concepts, and conversational AI technologies. While not expected to configure systems, must be comfortable discussing technical details (latency, API integrations, voice codecs) with engineers and vendors.
  • Exceptional communication and interpersonal skills. Proven ability to work with diverse stakeholders (engineers, client teams, executives) and to influence without direct authority. Capable of translating technical issues into business impact and vice versa.
  • Detail-oriented and proactive: Adept at risk management and contingency planning. Ensures nothing falls through the cracks by continuously monitoring progress and asking the right questions. Experience delivering projects for external clients or in a client-facing capacity is a plus.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.