Manager, AI & CX Services

Job not on LinkedIn

🔥 3 minutes ago

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $100k - $125k / year

⏰ Full Time

🟠 Senior

🔴 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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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