Director, AI & CX Services

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🔥 0 minutes ago

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $108.8k - $145k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

👻 Ghost score 0%

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Waterfield Tech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🤝 B2B

💼 Consulting

Artificial Intelligence • B2B • Consulting

Waterfield Tech is an AI-focused customer experience (CX) and contact-center solutions provider. Waterfield helps organizations demystify and apply AI across customer-facing roles and delivers CX modernization, cloud migration, managed services, contact-center outsourcing, workforce optimization, and IT/network/security services. It offers subscription-based offerings (e. g. , Ascend) that combine CCaaS platforms with a CX service layer, plus consulting and professional services to implement applied AI (faqGPT, taskGPT, routeGPT, voiceGPT) and analytics for enterprise customers across financial services, healthcare, government, higher education, and retail.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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