Director, AI & CX Services

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🕒 vor 1 Monat

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $108.750 - $145.000 / Jahr

⏰ Vollzeit

🔴 Experte

🤖 Künstliche Intelligenz

👻 Geisterscore 8%

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• Seit 50 Tagen offen.

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Waterfield Tech

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

🤖 Künstliche Intelligenz

🤝 B2B

💼 Beratung

Artificial Intelligence • B2B • Consulting

Waterfield Tech ist ein auf KI fokussierter Anbieter von Lösungen für das Kundenerlebnis (CX) und Contact Center. Waterfield hilft Organisationen, KI in kundenorientierten Rollen zu entmystifizieren und anzuwenden und bietet Modernisierung des Kundenerlebnisses, Cloud-Migration, Managed Services, Outsourcing von Contact Centern, Workforce-Optimierung sowie IT/Netzwerk/Sicherheit-Dienstleistungen. Es bietet abonnementsbasierte Angebote (z. B. Ascend), die CCaaS-Plattformen mit einer CX-Service-Schicht kombinieren, sowie Beratungs- und professionelle Dienstleistungen zur Implementierung von angewandter KI (faqGPT, taskGPT, routeGPT, voiceGPT) und Analysen für Unternehmenskunden in den Bereichen Finanzdienstleistungen, Gesundheitswesen, Regierung, Hochschulbildung und Einzelhandel.

Beschreibung

• Lead and grow one or more AI & CX Services delivery practices • Own full P&L, revenue, margin, cost structure, headcount investment, and partner tier economics • Set delivery strategy, standards, and CX modernization roadmaps • Lead organizational change and continuous improvement initiatives • Hire, coach, develop, and retain practice leaders and individual contributors • Establish portfolio-level delivery governance, roadmap and release management standards, KPIs, risk management, quality gates, and release readiness • Own delivery methodologies, reference architectures, accelerators, templates, quality standards, and lifecycle handoff practices • Run post-mortems and lessons learned and feed delivery insights into renewals and expansions • Own resource and capacity planning and partner with Sales on scoping and feasibility • Serve as senior escalation and executive point of contact for customers • Own manufacturer and partner relationships, certifications, enablement, partner tiers, roadmap alignment, and joint delivery • Partner with Sales, Product, IT, Operations, and commercial and proposal teams • Drive AI enablement through customer AI solutions and AI-supported delivery operations • Lead teams building integrations, APIs, conversational AI, and AI-enabled applications where applicable • Review CSAT, NPS, KPIs, customer feedback, and delivery metrics to drive improvements • Ensure booking, time entry, and delivery operations in Microsoft Dynamics 365/Project Operations • Report practice performance and outcomes to senior leadership

🎯 Anforderungen

• 12+ years delivering complex CX/contact center technology services • 5+ years leading, building, and retaining delivery teams accountable for delivery outcomes and margin • Strong Five9 practice experience with multiple production implementations and migrations at scale • Experience across inbound, outbound, blended, IVA, Agent Assist, WFO/WEM, Studio/IVR, reporting, VCC administration, and CRM/CTI integrations such as Salesforce and ServiceNow • Experience with multi-vendor/multi-platform delivery and legacy-to-cloud migration • Proven track record leading CX modernization initiatives at a leadership level • Demonstrated financial and practice economics acumen, including margin, utilization, burn vs. plan, and estimate at completion • Experience owning manufacturer/partner relationships, certifications, enablement, partner tier management, customer executive governance, and recovery of at-risk engagements • Bachelor’s Degree required; emphasis in Business, IT, Engineering, or a related field preferred • Equivalent work experience will be considered • Manufacturer/platform certifications strongly valued • Availability to work flexible hours as needed, including senior customer escalations • Ability to sit for extended periods, up to 80% of the time • Ability to lift or carry objects up to 10 lbs. • Ability to travel up to 15% • All employees must be citizens of the United States or able to provide proof of employment eligibility

🏖️ Vorteile

• Flexible hours as needed • Equal employment opportunity and non-discrimination • Travel opportunities up to 15% for client meetings, training, or installations

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