Manager, AI & CX Services

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🕒 vor 1 Monat

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $100.000 - $125.000 / Jahr

⏰ Vollzeit

🟠 Senior

🔴 Experte

🤖 Künstliche Intelligenz

👻 Geisterscore 8%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Warum dieser Wert:

• 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 a professional services delivery team of CX and contact center engineers • Deliver complex implementations and migrations across CCaaS/UC platforms, custom development, and Applied AI • Manage resources, schedules, delivery margin, budget, burn, and stage-gate quality controls • Lead, coach, mentor, train, and develop team members • Manage issues, risks, change requests, dependencies, and critical-path deliverables • Serve as the primary interface for project escalations and manage customer expectations • Plan and manage go-live events, production changes, post-go-live support, and urgent escalations • Convert the sales funnel into forward capacity plans and identify under-utilization and hiring needs • Support pre-sales through proposal, SOW, contract, scoping, feasibility, and resource planning reviews • Provide leadership and stakeholder reporting on milestones, deliverables, risks, issues, dependencies, and KPIs • Analyze CSAT, NPS, delivery KPIs, bottlenecks, and improvement opportunities • Lead process improvement using lean and agile methods and conduct lessons-learned reviews • Ensure compliance with RFP, SOW, contract terms, and Waterfield Tech standards • Maintain booking, time entry, and delivery operations in Microsoft Dynamics 365/Project Operations • Collaborate with People & Culture on recruiting, onboarding, and retention • Continue professional development and perform other duties assigned by leadership

🎯 Anforderungen

• 8+ years delivering technical professional services engagements, including contact center/CCaaS implementations and migrations • Progression into managing professional services delivery teams for contact center/CCaaS platforms • Hands-on delivery background as an implementation consultant, technical/solutions architect, professional services delivery engineer, or telephony/contact center engineer • Conversational AI design and NLU tuning experience, or experience leading a team with that expertise • Hands-on Dialogflow CX development experience, or experience leading a team with that expertise • Strong understanding of professional services delivery principles, methodologies, governance, and quality control • Experience working with business stakeholders in a cross-functional matrix environment • Hands-on familiarity with one or more CCaaS/UC platforms • Microsoft Dynamics 365/Project Operations experience • Familiarity with AI-powered delivery and PPM tools such as Microsoft Copilot, Claude, or AI-enhanced PPM • Strong team leadership, analytical, problem-solving, communication, and customer service skills • Bachelor's Degree required; equivalent work experience will be considered • Availability for flexible hours, including after-hours cutovers, change windows, and urgent escalations • Ability to sit for extended periods, lift or carry up to 10 lbs, and use standard office equipment • Ability to travel up to 5% • Manufacturer/platform certifications strongly valued; PMP or equivalent delivery leadership certification and ITIL are a plus • Must be a United States citizen or provide proof of employment eligibility

🏖️ Vorteile

• Healthy work-life balance • Professional development and training • Mentorship and team development opportunities • Manufacturer/platform certifications strongly valued • Ability to work remotely in the United States • Equal employment opportunity

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