[Hiring] Director, AI & CX Services @Waterfield Tech

Role Description

Waterfield Tech is seeking a Director, AI & CX Services to lead and grow one or more professional services delivery practices that design, implement, and modernize customer experience and contact center solutions across leading CCaaS and UC platforms and our Applied AI capabilities. The Director owns the full P&L for the practices held and is accountable for delivery outcomes, quality, growth, and the people in each practice.

• Lead one or more AI & CX Services delivery practices end to end, accountable for delivery outcomes, quality, utilization, and margin across the practices held.
• Own the full P&L for the practices held (revenue, margin, cost structure, headcount investment, and partner tier economics) and own the capacity to pipeline strategy and the investment that closes the gap.
• Set and communicate the delivery strategy and CX modernization roadmap for the practices held.
• Lead and develop the teams within the practices held: hire, coach, develop, and retain leaders and individual contributors.
• Grow the delivery capability and own the manufacturer/partner relationships for the practices held.
• Establish portfolio level delivery governance and roadmap and release management standards for the practices held.
• Set and own delivery standards, methodology, reference architectures, accelerators, templates, quality bars, and the implementation to support handoff and lifecycle standards for the practices held.
• Own resource and capacity planning across the practices held.
• Serve as the senior escalation and executive point of contact for customers across the practices held.
• Partner cross-functionally with Sales, Product, IT, Operations, and commercial, pre-sales, and proposal colleagues.
• Drive AI enablement in both directions.
• Where a custom development/Applied AI capability is held, own the team that builds integrations, APIs, conversational AI, and AI-enabled applications.
• Review the customer satisfaction and delivery results for the practices held.
• Ensure booking, time entry, and delivery operations within Microsoft Dynamics 365/Project Operations across the practices held.

Qualifications

• 12+ years delivering complex CX/contact center technology services.
• 5+ years leading, building, and retaining delivery teams.
• Grounded in hands-on delivery, with career progression through implementation consultant, technical/solutions architect, or professional services/telephony (CCaaS) engineering into delivery leadership.
• Proven track record leading CX modernization initiatives at a leadership level.
• Demonstrated financial and practice economics acumen.
• Experience owning manufacturer/partner relationships.
• Software development/Applied AI engineering leadership a plus.

Requirements

• Strong Five9 practice experience required.
• Zoom (Contact Center, Phone, and Workplace) and custom development/Applied AI delivery preferred.
• All other CCaaS/UC practice areas a plus.
• AI enablement: Conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service.
• Multi-vendor/multi-platform delivery experience.

Benefits

• Manufacturer/platform certifications strongly valued across the CCaaS/UC ecosystem.
• PMP/PgMP, ITIL, and change management credentials a plus.
• Availability to work flexible hours as needed.

Company Description

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. We value our people—their diversity, their dedication, and their commitment to customer satisfaction.