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

Role Description

The Manager, AI & CX Services leads a professional services delivery team of CX and contact center engineers, delivering complex implementations and migrations across leading CCaaS and UC platforms, plus custom development and Applied AI. The Manager owns the team’s delivery margin, budget, and burn and is accountable for on time, on quality delivery across the full lifecycle.

• Manage a professional services delivery team of CX/contact center engineers.
• Deliver complex implementations and migrations across leading CCaaS/UC platforms and custom development/Applied AI.
• Manage resources, schedules, and financials, including delivery margin, budget, and burn.
• Lead, coach, and develop the team day to day.
• Manage issues, risks, change requests, dependencies, and critical path deliverables.
• Serve as the central point of contact for project escalations.
• Plan, document, and manage go-live events and related production changes.
• Read the sales funnel and convert it into a forward capacity view for the team.
• Support pre-sales activities and protect margin during pre-sales.
• Provide status reporting and dashboards on milestones, deliverables, dependencies, risks, issues, and KPIs.
• Review customer satisfaction and delivery results (CSAT, NPS, and delivery KPIs).
• Lead process improvement and establish delivery practices, templates, tools, and standards.
• Ensure delivery meets Waterfield Tech standards and remains compliant with RFP, SOW, and contract terms.
• Collaborate with People & Culture to recruit, onboard, and retain talent.
• Continue professional development to stay current on emerging technologies.

Qualifications

• 8+ years delivering technical professional services engagements (contact center/CCaaS implementations and migrations).
• Grounded in hands-on delivery as an implementation consultant, technical/solutions architect, or professional services delivery engineer.
• Conversational AI design and NLU tuning experience required.
• Hands-on Dialogflow CX development experience required.
• Strong understanding of professional services delivery principles and methodologies.
• Prior experience in a technical support or technical management role preferred.

Requirements

• Hands-on familiarity with one or more CCaaS/UC platforms and CX/CCaaS delivery.
• Microsoft Dynamics 365/Project Operations for booking, time entry, and delivery operations.
• AI-powered delivery and PPM tools (e.g., Microsoft Copilot, Claude).
• Team leadership skills; motivates and drives resources and stakeholders.
• Excellent attention to detail; adapts to shifting priorities and competing demands.
• Strong analytical and problem-solving skills.
• Excellent oral and written communication and customer service skills.
• A passion for mentoring and developing team members.

Benefits

• Manufacturer/platform certifications strongly valued across the CCaaS/UC ecosystem.
• PMP or an equivalent delivery leadership certification a plus.
• ITIL a plus.
• Availability to work flexible hours as needed.

Physical Requirements

• Ability to sit for extended periods (up to 80% of the time).
• Ability to lift or carry objects up to 10 lbs.
• Frequent use of computer, telephone, and standard office equipment.
• Ability to travel up to 5% for client meetings, training, or installations.