About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Roles and Responsibilities:

Delivery & Execution

• Lead Agentic AI and Conversational AI projects (AI Chat, AI Voice, Agent Assist, CCaaS, CRM integrations) from discovery through go-live and hypercare.

• Manage multiple client projects across discovery, design, build, testing, deployment, and optimization phases.

• Conduct client kickoff sessions and align on scope, timelines, milestones, risks, dependencies, and success criteria.

• Gather business, operational, and technical requirements including customer journeys, automation workflows, escalation paths, reporting, and integrations.

• Create and maintain detailed project plans with deliverables, owners, milestones, dependencies, and risks.

• Coordinate cross-functional teams including AI Designers, Developers, Architects, QA, Operations, and Client stakeholders.

• Track delivery progress, manage risks and scope changes, and ensure successful project execution.

• Understand dependencies across CCaaS, telephony, CRM, Conversational AI platforms, APIs, analytics, and enterprise systems.

Testing & Production Readiness

• Lead QA and UAT activities including scenario validation, defect management, regression testing, and production readiness reviews.

• Coordinate environment readiness, release schedules, deployment planning, cutover activities, and launch approvals.

• Ensure production monitoring, logging, alerts, SOPs, and incident management processes are in place.

• Monitor post-launch performance and drive continuous improvement initiatives.

Operational Excellence & Collaboration

• Act as the primary liaison between clients and internal teams including Engineering, Product, QA, Operations, Security, and Client Success.

• Support training, operational readiness, and post-launch hypercare activities including issue triage and stabilization.

• Collaborate with distributed teams across India, Philippines, and the US while maintaining strong communication and documentation standards.

Documentation & Governance

• Create and maintain key delivery documentation including BRDs, FRDs, project plans, delivery roadmaps, UAT plans, launch checklists, change requests, release notes, and stakeholder status reports.

• Maintain accurate project tracking and governance across Jira, Confluence, and related collaboration tools.

• Willing to work in a shift from 2:30 pm to 11:30 pm (IST)