Is the Director, AI & CX Services position at Waterfield Tech fully remote?

Yes, this Director, AI & CX Services position at Waterfield Tech is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Director, AI & CX Services role?

This is a full-time Director, AI & CX Services position at Waterfield Tech.

What is the salary range for the Director, AI & CX Services position?

The salary range for this Director, AI & CX Services role is $108.75k - $145k.

How do I apply for the Director, AI & CX Services position at Waterfield Tech?

You can apply for this Director, AI & CX Services position by clicking the "Apply Now" button on this page, which will take you to Waterfield Tech's application portal.

Director, AI & CX Services at Waterfield Tech

United States

$108.75k - $145k

<div><div><div><div> Director, AI & CX Services  Customer Experience & AI EnablementCompany OverviewWaterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.  Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.  We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.  Position SummaryWaterfield 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.Bringing deep, hands-on delivery expertise, the Director sets the delivery approach, standards, and CX modernization roadmap for the practices held, is the senior escalation and executive point of contact for customers, owns the manufacturer/partner relationships, and partners across Sales, Product, and Operations. The role leads the technical leads and engineers who deliver the practices, including any custom development/Applied AI that extends the platforms.Key Responsibilities<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Lead one or more AI & CX Services delivery practices end to end, accountable for delivery outcomes, quality, utilization, and margin across the practices held.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>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.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Set and communicate the delivery strategy and CX modernization roadmap for the practices held: secure senior leadership buy-in and resources; monitor industry trends, partner roadmaps, and customer feedback; and lead organizational change (change management plans for new methodologies, technologies, and operating models) that fosters continuous improvement and innovation.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Lead and develop the teams within the practices held: hire, coach, develop, and retain leaders and individual contributors; set goals, run performance and career development, and build leadership depth and succession.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Grow the delivery capability and own the manufacturer/partner relationships for the practices held, including certifications, enablement, partner tier, roadmap alignment, and joint delivery.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Establish portfolio level delivery governance and roadmap and release management standards for the practices held, including cadence, health reporting, KPIs, risk and escalation management, quality gates, release readiness, and the accelerator/IP release pipeline; report progress and outcomes to senior leadership.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>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 (flows/IVR, IVA/agent assist, WFO/WEM, reporting/administration, and CRM/CTI integrations); run post-mortems and lessons learned, and feed delivery insight into renewals and expansions.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Own resource and capacity planning across the practices held; partner with Sales on scoping, feasibility, and level of effort while protecting margin during pre-sales.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Serve as the senior escalation and executive point of contact for customers across the practices held; maintain executive relationships, satisfaction, and reference-ability.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Partner cross-functionally with Sales, Product, IT, Operations, and commercial, pre-sales, and proposal colleagues, bridging technical and non-technical teams to drive aligned execution of CX modernization.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Drive AI enablement in both directions: delivering AI solutions to customers and applying AI to delivery operations (portfolio health signals, status roll-ups, risk analysis, documentation) across the practices held.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Where a custom development/Applied AI capability is held, own the team that builds integrations, APIs, conversational AI, and AI-enabled applications that extend the platforms, and align its roadmap to customer and practice needs.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Review the customer satisfaction and delivery results (CSAT, NPS, and KPIs) for the practices held; use that data, customer feedback, and delivery metrics to identify pain points and trends and drive data driven decisions that refine delivery and the CX strategy.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Ensure booking, time entry, and delivery operations within Microsoft Dynamics 365/Project Operations across the practices held.</li></ul></div>How This Role Is Measured<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Practice P&L & economics: Gross margin and revenue vs. plan; utilization to target; cost structure vs. plan; estimate at completion/burn variance within threshold; headcount ROI.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Delivery execution & quality: On time delivery and schedule variance across the practices held; reduction in escalations, rework, and margin leakage; quality gate/release readiness pass rate; estimate accuracy.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Customer outcomes & satisfaction: CSAT/NPS trend across the practices held; executive relationship health and reference-ability; resolution and recovery of at-risk engagements.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>People & leadership: Team retention and engagement; certification and skills growth; leadership bench and succession depth; goal setting and performance review completion.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Growth & capacity: Practice expansion and revenue growth vs. plan; pipeline conversion and capacity to pipeline coverage; demand forecast accuracy.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Partner standing: Manufacturer certifications and partner tier maintained or improved; partner sourced pipeline and joint delivery results.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Strategy, standards & AI enablement: Adoption of delivery standards, methodology, and accelerators; CX modernization roadmap and change initiative milestones delivered; AI in delivery adoption and impact.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Operational discipline: Data accuracy, completeness, and timeliness of D365 booking, time entry, and delivery operations.</li></ul></div>Primary Delivery & Technical Experience<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Strong Five9 practice experience required, with multiple production implementations and migrations at scale (inbound, outbound, blended, Intelligent Virtual Agent (IVA), Agent Assist, WFO/WEM, Studio/IVR, reporting and VCC administration, and CRM/CTI integrations such as Salesforce and ServiceNow).</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Zoom (Contact Center, Phone, and Workplace) and custom development/Applied AI delivery preferred.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>All other CCaaS/UC practice areas a plus: Genesys (Cloud CX), Cisco (Webex Contact Center/UC), Avaya (Aura/AEP/ACO), and Google (Contact Center AI/Dialogflow).</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>AI enablement: Conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Multi-vendor/multi-platform delivery: Combining two or more of the above with CRM, WFM, QA, and analytics integrations; legacy to cloud migration delivery.</li></ul></div>QualificationsExperience<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>12+ years delivering complex CX/contact center technology services, with 5+ years leading, building, and retaining delivery teams (people leadership) accountable for delivery outcomes and margin.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Grounded in hands-on delivery, with career progression through implementation consultant, technical/solutions architect, or professional services/telephony (CCaaS) engineering into delivery leadership.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Proven track record leading CX modernization initiatives at a leadership level.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Demonstrated financial and practice economics acumen: margin, utilization, burn vs. plan, and estimate at completion.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Experience owning manufacturer/partner relationships, including certification, enablement, and partner tier management, and leading customer executive governance and recovery of at-risk engagements.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Software development/Applied AI engineering leadership a plus.</li></ul></div>Leadership Attributes<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Executive presence and people leadership: build, coach, and retain multi-team technical organizations.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Strong financial and operational discipline; balances growth, margin, and headcount investment while protecting delivery quality.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Data driven, innovative, and future oriented; turns customer and delivery data into modern CX strategy.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Sets strategy and standards across diverse teams and resolves cross-team tensions constructively.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Outstanding communication across all levels, including C-suite and partner executives; strong change management expertise; thrives amid rapid change and ambiguity.</li></ul></div>Education<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Bachelor’s Degree required; Master’s a plus. Emphasis in Business, IT, Engineering, or a related field preferred. Equivalent work experience will be considered.</li></ul></div>Additional Requirements<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ul style="margin-bottom:0in;list-style-type: disc;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Manufacturer/platform certifications strongly valued across the CCaaS/UC ecosystem.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>PMP/PgMP, ITIL, and change management credentials (e.g., Prosci ADKAR) a plus, but not required for this role.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Availability to work flexible hours as needed, including senior customer escalations.</li></ul></div>Physical Requirements<div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'><ol style="margin-bottom:0in;list-style-type: decimal;"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Sitting: Ability to sit for extended periods (up to 80% of the time).</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Lifting: Ability to lift or carry objects up to 10 lbs.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Equipment: Frequent use of computer, telephone, and standard office equipment.</li><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:"Calibri",sans-serif;'>Travel: Ability to travel up to 15% for client meetings, training, or installations.</li></ol></div> Waterfield Tech is proud to be an equal opportunity employer.Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment. All employees must be citizens of the United States or be able to provide proof of employment eligibility. </div></div></div></div>

Apply Now

Remote Opportunity

Director, AI & CX Services

Join Waterfield Tech as a staff professional working remotely from United States. Explore the role, benefits, and apply in one place.

Director, AI & CX Services

Waterfield Tech

Full Time

$108.75k - $145k

3 weeks ago

Director, AI & CX Services Customer Experience & AI Enablement Company Overview 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.

United States

Staff

Five9

CCaaS

Applied AI

+5 more

Job Description

Director, AI & CX Services
Customer Experience & AI Enablement

Company Overview

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. The results are happier customers, enhanced insights, and lower costs.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Position Summary

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.

Bringing deep, hands-on delivery expertise, the Director sets the delivery approach, standards, and CX modernization roadmap for the practices held, is the senior escalation and executive point of contact for customers, owns the manufacturer/partner relationships, and partners across Sales, Product, and Operations. The role leads the technical leads and engineers who deliver the practices, including any custom development/Applied AI that extends the platforms.

Key Responsibilities

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: secure senior leadership buy-in and resources; monitor industry trends, partner roadmaps, and customer feedback; and lead organizational change (change management plans for new methodologies, technologies, and operating models) that fosters continuous improvement and innovation.
Lead and develop the teams within the practices held: hire, coach, develop, and retain leaders and individual contributors; set goals, run performance and career development, and build leadership depth and succession.
Grow the delivery capability and own the manufacturer/partner relationships for the practices held, including certifications, enablement, partner tier, roadmap alignment, and joint delivery.
Establish portfolio level delivery governance and roadmap and release management standards for the practices held, including cadence, health reporting, KPIs, risk and escalation management, quality gates, release readiness, and the accelerator/IP release pipeline; report progress and outcomes to senior leadership.
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 (flows/IVR, IVA/agent assist, WFO/WEM, reporting/administration, and CRM/CTI integrations); run post-mortems and lessons learned, and feed delivery insight into renewals and expansions.
Own resource and capacity planning across the practices held; partner with Sales on scoping, feasibility, and level of effort while protecting margin during pre-sales.
Serve as the senior escalation and executive point of contact for customers across the practices held; maintain executive relationships, satisfaction, and reference-ability.
Partner cross-functionally with Sales, Product, IT, Operations, and commercial, pre-sales, and proposal colleagues, bridging technical and non-technical teams to drive aligned execution of CX modernization.
Drive AI enablement in both directions: delivering AI solutions to customers and applying AI to delivery operations (portfolio health signals, status roll-ups, risk analysis, documentation) across the practices held.
Where a custom development/Applied AI capability is held, own the team that builds integrations, APIs, conversational AI, and AI-enabled applications that extend the platforms, and align its roadmap to customer and practice needs.
Review the customer satisfaction and delivery results (CSAT, NPS, and KPIs) for the practices held; use that data, customer feedback, and delivery metrics to identify pain points and trends and drive data driven decisions that refine delivery and the CX strategy.
Ensure booking, time entry, and delivery operations within Microsoft Dynamics 365/Project Operations across the practices held.

How This Role Is Measured

Practice P&L & economics: Gross margin and revenue vs. plan; utilization to target; cost structure vs. plan; estimate at completion/burn variance within threshold; headcount ROI.
Delivery execution & quality: On time delivery and schedule variance across the practices held; reduction in escalations, rework, and margin leakage; quality gate/release readiness pass rate; estimate accuracy.
Customer outcomes & satisfaction: CSAT/NPS trend across the practices held; executive relationship health and reference-ability; resolution and recovery of at-risk engagements.
People & leadership: Team retention and engagement; certification and skills growth; leadership bench and succession depth; goal setting and performance review completion.
Growth & capacity: Practice expansion and revenue growth vs. plan; pipeline conversion and capacity to pipeline coverage; demand forecast accuracy.
Partner standing: Manufacturer certifications and partner tier maintained or improved; partner sourced pipeline and joint delivery results.
Strategy, standards & AI enablement: Adoption of delivery standards, methodology, and accelerators; CX modernization roadmap and change initiative milestones delivered; AI in delivery adoption and impact.
Operational discipline: Data accuracy, completeness, and timeliness of D365 booking, time entry, and delivery operations.

Primary Delivery & Technical Experience

Strong Five9 practice experience required, with multiple production implementations and migrations at scale (inbound, outbound, blended, Intelligent Virtual Agent (IVA), Agent Assist, WFO/WEM, Studio/IVR, reporting and VCC administration, and CRM/CTI integrations such as Salesforce and ServiceNow).
Zoom (Contact Center, Phone, and Workplace) and custom development/Applied AI delivery preferred.
All other CCaaS/UC practice areas a plus: Genesys (Cloud CX), Cisco (Webex Contact Center/UC), Avaya (Aura/AEP/ACO), and Google (Contact Center AI/Dialogflow).
AI enablement: Conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service.
Multi-vendor/multi-platform delivery: Combining two or more of the above with CRM, WFM, QA, and analytics integrations; legacy to cloud migration delivery.

Qualifications

Experience

12+ years delivering complex CX/contact center technology services, with 5+ years leading, building, and retaining delivery teams (people leadership) accountable for delivery outcomes and margin.
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: margin, utilization, burn vs. plan, and estimate at completion.
Experience owning manufacturer/partner relationships, including certification, enablement, and partner tier management, and leading customer executive governance and recovery of at-risk engagements.
Software development/Applied AI engineering leadership a plus.

Leadership Attributes

Executive presence and people leadership: build, coach, and retain multi-team technical organizations.
Strong financial and operational discipline; balances growth, margin, and headcount investment while protecting delivery quality.
Data driven, innovative, and future oriented; turns customer and delivery data into modern CX strategy.
Sets strategy and standards across diverse teams and resolves cross-team tensions constructively.
Outstanding communication across all levels, including C-suite and partner executives; strong change management expertise; thrives amid rapid change and ambiguity.

Education

Bachelor’s Degree required; Master’s a plus. Emphasis in Business, IT, Engineering, or a related field preferred. Equivalent work experience will be considered.

Additional Requirements

Manufacturer/platform certifications strongly valued across the CCaaS/UC ecosystem.
PMP/PgMP, ITIL, and change management credentials (e.g., Prosci ADKAR) a plus, but not required for this role.
Availability to work flexible hours as needed, including senior customer escalations.

Physical Requirements

Sitting: Ability to sit for extended periods (up to 80% of the time).
Lifting: Ability to lift or carry objects up to 10 lbs.
Equipment: Frequent use of computer, telephone, and standard office equipment.
Travel: Ability to travel up to 15% for client meetings, training, or installations.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

All employees must be citizens of the United States or be able to provide proof of employment eligibility.

Requirements

zoom (contact center, phone, and workplace) and custom development/applied ai delivery preferred.
all other ccaas/uc practice areas a plus: genesys (cloud cx), cisco (webex contact center/uc), avaya (aura/aep/aco), and google (contact center ai/dialogflow).
ai enablement: conversational ai, virtual agents, agent assist, real-time analytics, and ai-powered self-service.
multi-vendor/multi-platform delivery: combining two or more of the above with crm, wfm, qa, and analytics integrations; legacy to cloud migration delivery.
12+ years delivering complex cx/contact center technology services, with 5+ years leading, building, and retaining delivery teams (people leadership) accountable for delivery outcomes and margin.
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: margin, utilization, burn vs. plan, and estimate at completion.

Skills

Five9

CCaaS

Applied AI

P&L Management

Customer Experience

Contact Center Solutions

Strategic Planning

UC platforms

Ready to Apply?

Join Waterfield Tech today

Salary Range

$108.75k - $145k

Posted 3 weeks ago

More AI roles you might like

Discover similar opportunities from companies that are also hiring remotely.

Senior Data & AI Engineer

CareDx, Inc.

Full Time

$126k - $187k

13 hours ago

CareDx is a leading precision medicine diagnostics company advancing care in transplant, specialty oncology, and cell therapy. Through our innovative portfolio of molecular diagnostics, digital health solutions, AI-powered data and analytics, and patient support services, we partner with healthcare…

United States

Machine Learning

Senior

Python

SQL

Clinical NLP

+5 more

Head of AI Strategy & Operations

Accela

Full Time

$240k - $280k

15 hours ago

ABOUT THE ROLE Accela is seeking a Head of AI Strategy & Operations to help teams across the company use AI effectively and responsibly. You will shape our enterprise AI strategy, set practical standards, and guide investments that improve how people work and deliver measurable results.

United States

Machine Learning

Senior

AI Strategy

AI Governance

Enterprise architecture

+5 more

Associate Distinguished Engineer (Solution Architect - GenAI + RAG + Agentic AI, Cloud, data architecture, Integration Architecture)

Nagarro

Full Time

23 hours ago

Company Description 👋🏼 We're Nagarro . We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight.

India

Machine Learning

Staff

Solution Architecture

Generative AI

RAG

+5 more

Explore more remote openings

Browse fresh listings from our global community of remote-friendly teams.

Sr Specialist Analyst (Technology Research, Quantitative research)

Gartner

Full Time

8 hours ago

Senior Specialist Analyst — Forecast and Market Share (F&MS) What makes Gartner Business and Technology Insights a great fit for you? When you join Gartner Business and Technology Insights, you’ll be part of a leading-edge team that values expert insights, bold ideas, and intellectual courage.

India

Data

Data Science

Mid

Quantitative Research

Market Analysis

Data Modeling

+5 more

Senior DevOps Engineer (India)

Karat

Full Time

10 hours ago

We're Karat , the world's largest interviewing company. Karat is transforming organizations around the world. We provide a powerful system for technical leaders at companies like PayPal, Atlassian, and Citi who want to take control of how they hire top engineers, elevate their teams and…

India

Engineering

DevOps / SRE

Senior

DevOps

Site reliability engineering

AWS

+5 more

Senior Data Engineer (India)

Karat

Full Time

11 hours ago

India

Engineering

Backend Engineering

Senior

Data engineering

SQL

Python

+5 more

Career Framework Manager

Haag, a Salas O'Brien Company

Full Time

$95k - $120k

11 hours ago

Manager, Career Framework At Salas O’Brien we tell our clients that we’re engineered for impact. This passion for making a difference applies just as much to our team as it does to our projects.

United States

Engineering

Backend Engineering

Senior

Talent Management

Workforce Planning

Organizational Development

+5 more

Director of Software Engineering (India)

Karat

Full Time

11 hours ago

India

Engineering

Backend Engineering

Staff

Software Engineering

Engineering Management

SaaS

+5 more

Technical Account Manager

Samsara

Full Time

11 hours ago

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.

Mexico

Engineering

Backend Engineering

Senior

Technical Account Management

Customer Success

Consultative Problem Solving

+5 more

Team Leader, ERM Customer Success Americas

Check Point Software Technologies

Full Time

12 hours ago

Company Description Cyberint , a market leader in External Risk Management, helping organizations to accelerate the detection, response and remediation of their external threats, was recently acquired by Check Point and is looking for a  Customer Success Team Leader to bolster our Customer…

United States

Customer Success

Customer Success Management

Senior

Customer Success

Team Leadership

Cybersecurity

+5 more

Account Executive

MarketFully

Full Time

13 hours ago

🌎 Where: 100% Remote, United States 🤝 Type: Full-time, salaried Multilingual Content Marketing, Social & Technology Solutions MarketFully helps ambitious brands grow in every market they operate in.

United States

Sales

Account Executive

Senior

Sales

Account Management

Consultative Selling

+5 more

Salesforce Administrator

MarketFully

Full Time

13 hours ago

🌎 Where: Argentina or Colombia - 100% Remote 🤝 Type: Full-time, via our employer of record About MarketFully Group We've combined four established companies - MotionPoint, Key Content, GetGloby, and Social Element - into one company: MarketFully.

Worldwide

Sales

Account Executive

Senior

Salesforce Administration

Apex

Lightning Web Components

+5 more

Head of Product

Sharp Performance

Full Time

13 hours ago

The Opportunity Sharp Performance is hiring a Head of Product to own our product vision, strategy, and roadmap, and to build a product that first responders want to open every day.

United States

Engineering

Backend Engineering

Senior

Product Strategy

Product Roadmap

Technical Fluency

+5 more

Customer Success Manager

Pindrop

Full Time

$88k - $106k

14 hours ago

Who We Are Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions: Is this identity synthetic?

United States

Customer Success

Customer Success Management

Mid

Customer Success

Account Management

SaaS

+5 more

Senior Failure Analysis Engineer, Medium Voltage Transformers and Switchgear

SMA America

Full Time

$106k - $150k

14 hours ago

Why Work at SMA America Power the future. Build your career at SMA America. As the U.S. subsidiary of SMA Solar Technology AG, we have been at the forefront of solar inverter technology since 1981, developing solutions that make photovoltaic power plants simpler, more reliable, safer, and more cost…

United States

Engineering

Backend Engineering

Senior

Failure Analysis

Transformers

Switchgear

+5 more