Director, Delivery CX AI
Role Overview
Lead delivery across the CX AI portfolio, including CCaaS, conversational and agentic AI, agent assist, and CX intelligence.
Manage client engagements generally worth about $15–20M and directly lead delivery, product, and engineering leaders.
The role typically manages 8–12 direct reports and reports to the Managing Director, CX AI Delivery.
Key Skills for This Role
Full Job Posting
Opportunity
Lead delivery across the CX AI portfolio, including CCaaS, conversational and agentic AI, agent assist, and CX intelligence.
Manage client engagements generally worth about $15–20M and directly lead delivery, product, and engineering leaders.
The role typically manages 8–12 direct reports and reports to the Managing Director, CX AI Delivery.
Location and flexibility
- The role may be remote in the United States or Canada, or based at listed North American offices.
- Travel of up to 25% to contact-center and client locations may be required.
Responsibilities
- Advise client executives, govern portfolio health, lead QBRs, and support account retention and growth.
- Develop managed services, operational readiness, Day 2 support, and advisory offerings.
- Lead global multidisciplinary delivery teams and proactively recover at-risk programs.
- Promote iterative delivery and improve delivery models, automation, and reusable assets.
- Manage CCaaS and AI vendor partnerships and support presales scoping, estimation, and handoffs.
- Coach and develop leaders, participate in senior hiring, and contribute to delivery playbooks and career paths.
- Own portfolio financials, utilization, billable rates, revenue forecasts, and resource forecasts.
- Use reporting, data visualization, and storytelling to inform decisions and improve operations.
Qualifications
- 10+ years in technology, including 4+ years of senior leadership in professional services, consulting, or an agency.
- Experience managing client portfolios, ideally $10M+ annual revenue, and growing accounts.
- Experience delivering large-scale CX or contact-center transformations for senior client stakeholders.
- Working knowledge of CX AI and ability to discuss architecture, risk, and ROI with technical and executive audiences.
- Hands-on delivery experience with one or more leading CCaaS or CX AI platforms.
- Deep SDLC and Agile knowledge and experience leading complex custom software from discovery through launch.
- Experience coaching leaders and leading large, globally distributed teams.
- Strong professional services financial management and high-stakes client communication skills.
Relevant platforms and domains
- Examples of platforms include Genesys, Amazon Connect, Zendesk, Google, AWS, Five9, ElevenLabs, Cresta, and Parloa.
- Knowledge of PCI, HIPAA, TCPA, or PIPEDA is a plus.
Compensation
- Compensation range is CA$150,000–CA$190,000. The posting does not state a compensation cadence.
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