Job particulars
- Job title
- Project Manager – AI & Automation
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Project Management
- Level
- Management
- Experience
- 4+ years
- Posted
- 5 Oct 2026
- Closing date
- 19 Oct 2026
Key responsibilities
- Project planning and tracking.
- One plan per project – milestones, owners, dates, dependencies – rolled into one portfolio view, updated weekly.
- Spot slippage early and escalate with a proposed fix, not just a red flag.
- Weekly status to the Head of CXE: TL; DR, red/amber/green per project, decisions needed.
- Vendor management during build.
- Run the weekly vendor rhythm for projects in build: syncs, open issues, next steps, written follow-ups.
- Hold vendors to scope, timelines and quality; keep a record of every commitment.
- Coordinate contracts, NDAs and onboarding with Procurement, Legal and IT.
- Structure vendor demos and evaluations against clear criteria.
- Build and initial testing.
- Work with the vendor and the operations team on call flows, knowledge base, edge cases and handover-to-human rules.
- Own the API side of each project: test our APIs yourself, document them and share them with vendors. IT and the Head of CXE support you, but you drive it.
- Coordinate other departments on their inputs, e. g. knowledge base content, product rules, compliance sign-off.
- Run internal testing and limited live tests with success criteria, kill criteria and a decision date.
- Work side by side with QA during ramp-up: review calls together, log issues, push vendor fixes and retest.
- Launch and handover.
- Manage phased rollouts (e. g. 10% to 20% to full volume) and prepare go/no-go decisions.
- Make sure agents, team leads and supervisors know what is changing before it goes live.
- Agree handover criteria with Operations and QA before launch, not after.
- Set up a standard, repeatable cycle for data updates – call lists, knowledge base changes, reporting – so the agent keeps running on current data after handover.
- Hand over with SOPs, training (with L&D), a named operational owner and a baseline for QA to measure against.
- Present the launch readout to management: what was built, AI vs human results in testing, what’s next.
- New ideas
- Spot what could be improved or automated next – new agents, new components, new projects.
- Bring each idea with a short case: what it replaces, who uses it, how we will know it worked.
- What this role is not.
- Not running live agents. Once handed over, Operations runs the agent and QA improves it. You step back in only for major changes or new call types.
- Not a strategy or product vision role. Priorities are set by the Head of CXE. You make them happen.
- Not an engineering role. Vendors and IT build. You make sure what they build works in our operation.
- How success is measured.
Candidate requirements
- 4+ Years in project management, with at least 2 years delivering technology projects with external vendors.
- Working understanding of APIs. You can test API and compare and document its answer.
- Process-minded. You naturally turn messy work into clear steps, templates and standard cycles.
- A track record of shipping. Be ready to walk us through 2 projects you took from kickoff to live – what went wrong and what you did about it.
- Relentless, structured follow-up. Comfortable chasing vendors and senior colleagues without damaging the relationship.
- Curious and creative. You bring ideas, not just execute tasks.
- Clear, short written updates.
- Comfortable with data: Excel, reading dashboards, basic analysis.
- Strong plus
- Contact center or BPO operations experience – you know how a queue works and what AHT, containment and handover mean.
- Sales or Customer Journey mapping experience.
- Experience with conversational AI, voicebots, chatbots or IVR.
- Contact center platforms (Webitel, Genesys, Five9 or similar)
- Customer engagement or marketing automation platforms (MoEngage, CleverTap, Braze or similar)
- Fintech, lending or financial services in Kenya or East Africa.
- Experience setting up a project tracking tool (Jira, Asana, Monday or similar)
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Hiring organisation
s Expand Recruitment Services