Project Manager (CX AI)

Project Manager – FocusCX

Altrincham (Hybrid, 2 days/week)

Salary up to £50k

About Focus Group

Focus Group is a £300m-revenue, 1,300-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we're scaling rapidly and investing in AI to transform how we operate and how we serve our 30,000 SME customers. FocusCX is our specialist contact centre, AI voice and conversational intelligence division — and this role sits right at the heart of it.

The Role

We're looking for a high-energy experienced Project Manager to join our FocusCX Service Delivery team. This is a fast-paced, volume-driven role where you'll be managing a busy portfolio of technology projects simultaneously — cloud contact centre deployments and AI voice agent implementations with UCaaS integrations and traditional Voice, Data and IT services.

You'll be the engine that keeps multiple customer projects moving at pace, working closely with sales, technical and vendor teams to ensure every deployment lands on time and to an exceptional standard.

Based from our Altrincham office two days a week, with occasional visits to customers, this is a role for someone who thrives on momentum and loves seeing things get delivered.

What You'll Be Doing

• Managing a high volume of concurrent customer technology projects from kick-off through to go-live and hypercare
• Reviewing and clarifying project scope, developing structured plans and keeping all stakeholders informed throughout
• Tracking progress across multiple live projects, proactively flagging and resolving risks before they become issues
• Coordinating AI voice agent and Conversational Intelligence deployments, ensuring environments, integrations and configurations are correctly provisioned ahead of go-live
• Running project meetings with customers, vendors and internal teams — including technical onboarding and go-live sessions
• Keeping in-house systems up to date to maintain full visibility of project workload and governance
• Producing clear project documentation, delivery trackers and customer-facing updates
• Supporting post-go-live hypercare, coordinating swift resolution of any issues and handing over smoothly to support and customer success

What We're Looking For

• A proven ability to manage multiple concurrent projects at pace without dropping the ball
• Strong customer-facing communication skills — confident and professional at all levels
• A calm, process-driven approach to juggling competing priorities and deadlines
• Results-focused with a track record of hitting SLAs and KPIs in a busy commercial environment
• Clear communicator who can adapt their style for technical and non-technical audiences alike
• Proficient in project management tooling
• A genuine team player who collaborates across sales, technical, vendor and support functions

Nice to Have

• PRINCE2, PMP or equivalent project management qualification
• Experience delivering contact centre, UCaaS or AI technology projects
• Familiarity with AI voice agent or conversational AI platforms
• Knowledge of SIP trunking, number porting or IP telephony infrastructure
• Background in telecoms, managed services or technology reseller environments

Why Focus Group?

We move fast, invest in our people and give them real ownership of meaningful work. You'll be joining a business that has just hit a $1bn valuation and is putting AI at the centre of everything — meaning the work you deliver today is shaping how UK businesses communicate tomorrow. Hybrid working from our Altrincham base, with occasional customer visits to keep things interesting.