Manager, Professional Services

🕒 Junho 10

🌵 Arizona, California, +7 estados a mais – Remoto

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ⛷️ Utah – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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👻 Score fantasma 45%

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Mitel

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1972

🏥 Saúde

🏨 Hospitalidade

💼 Consultoria

Healthcare • Hospitality • Consulting

A Mitel é líder global em comunicações corporativas, oferecendo um portfólio abrangente de soluções de comunicação e colaboração, sob medida para as necessidades de empresas de diversos setores. A Mitel disponibiliza comunicações unificadas que podem ser implantadas on-premises (localmente), em nuvem privada, nuvem pública ou em soluções híbridas. A empresa é especializada em soluções de contact center, sistemas de telefonia empresarial, ferramentas de colaboração e aplicativos de integração para impulsionar a produtividade e aprimorar a experiência do cliente. Os serviços da Mitel são projetados para simplificar as comunicações corporativas, garantindo segurança, conformidade e resiliência, especialmente em soluções de missão crítica e verticais. Sua plataforma com suporte de IA, Mitel CX, tem como objetivo proporcionar interações com clientes mais rápidas e personalizadas. Com forte foco em setores como saúde, serviços financeiros, governo, hotelaria e educação, a Mitel atende empresas de todos os portes com soluções de comunicação flexíveis e seguras.

Descrição

• Lead, coach, and develop a team of Professional Services engineers and consultants delivering UC, integration, workflow, and CX solutions • Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence • Assess team capabilities and develop a skills roadmap aligned with customer needs, solution strategy, and market demand • Expand capabilities beyond traditional UC implementation into application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting • Establish development plans, technical learning paths, mentoring, and knowledge-sharing practices • Support recruiting, onboarding, succession planning, and workforce development • Lead organizational and operating-model changes • Own delivery performance and customer outcomes across a portfolio of Professional Services engagements • Ensure delivery begins with customer business requirements, workflows, operating environment, and desired outcomes • Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency using UC and CX technologies • Serve as escalation point for complex architecture, integration, workflow, configuration, resource, and customer-expectation challenges • Engage technical teams, operational leaders, and executives to build confidence, resolve challenges, and maintain alignment • Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success • Promote documentation, knowledge transfer, enablement, and adoption practices • Help transform Professional Services into a consultative, scalable, outcome-oriented organization • Translate strategy into operating processes, delivery standards, technical methodologies, and team behaviors • Establish and improve delivery methodologies, quality standards, implementation templates, documentation, and governance • Improve project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance • Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction • Identify delivery risks, capability gaps, and operational constraints • Use portfolio data and delivery insights to improve productivity, resource planning, predictability, and services profitability • Evaluate internal resources, global delivery capabilities, partners, and contractors • Standardize and package repeatable services while supporting complex enterprise environments • Champion automation, improved tooling, and simplified processes • Partner with Sales and Solution Engineering on discovery, scope, delivery expectations, and Professional Services value • Translate business requirements into services, architectures, integrations, and delivery strategies • Collaborate with Product Management and Services Portfolio Management on capability gaps and repeatable service offerings • Provide feedback on product functionality, implementation complexity, integration needs, customer workflows, and delivery challenges • Coordinate the customer journey from presales through implementation and ongoing success • Represent Professional Services in transformation initiatives focused on customer experience, operational efficiency, recurring revenue, and scalable growth • Share customer, technology, and market trends to shape services strategy and future capabilities

🎯 Requisitos

• Bachelor’s degree in business, technology, engineering, or a related field, or equivalent professional experience • Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer-facing delivery environment • Experience leading, coaching, and developing technical or consulting professionals • Experience managing a portfolio of complex customer implementations with accountability for delivery quality, customer satisfaction, and business performance • Strong understanding of unified communications, collaboration, contact center, customer experience, or related enterprise communication technologies • Working knowledge of solution architecture, system integration, APIs, workflow design, application configuration, and enterprise technology environments • Ability to connect technical capabilities with customer workflows, operational requirements, and desired business outcomes • Experience introducing new delivery practices, technical capabilities, or operating processes within a changing organization • Strong operational and analytical skills, including capacity planning, resource management, project risk, delivery metrics, forecasting, and utilization • Ability to manage competing customer, employee, operational, and financial priorities in a complex environment • Strong executive presence and effective communication with technical teams, business leaders, customers, and cross-functional partners • Ability to lead through ambiguity, influence without direct authority, and drive organizational change • Ability to travel approximately 25% of the time • At this time, Mitel is not offering sponsorship for US work authorization for any new job applicants • Preferred: Experience delivering Mitel or comparable enterprise UC and collaboration solutions • Preferred: Experience with contact center, customer experience, workflow automation, artificial intelligence, analytics, or workforce engagement technologies • Preferred: Experience designing or delivering integrations between communication platforms and CRM, EHR, ERP, ITSM, or workforce-management systems • Preferred: Familiarity with cloud, hosted, hybrid, and on-premises solution architectures • Preferred: Experience with APIs, integration platforms, low-code tools, or workflow automation solutions • Preferred: Experience supporting enterprise customers in regulated industries such as healthcare, government, financial services, or utilities • Preferred: Experience developing repeatable service packages, implementation methodologies, or consulting offerings • Preferred: Familiarity with project-management methodologies, ITIL, Agile, SAFe, or comparable delivery frameworks • Preferred: Experience operating within a blended delivery model including internal teams, global delivery resources, partners, and third-party providers

🏖️ Benefícios

• Medical Insurance • Dental Insurance • Vision Insurance • Life Insurance • Disability Insurance • Matching 401(k) plan • Paid time off (holiday, vacation and sick) • Employee Assistance Program • Reward and Recognition Programs • Comprehensive benefit program • Benefits may vary based on full-time or part-time employee status