Director, Delivery CX AI

The opportunity

Location and travel

• Role may be remote in the United States or Canada, or based in listed North American offices including Vancouver, Toronto, and several US cities.
• Travel to contact-center and client locations may reach 25%.

Account governance and delivery

• Advise client executives, serve as primary escalation point, and lead portfolio health reviews tied to client goals.
• Drive commercial success of the portfolio and identify account expansion, renewal, upsell, and managed-services opportunities.
• Lead global teams across concurrent workstreams; identify program risks early and recover troubled engagements.
• Favor iterative releases and optimize onshore/offshore delivery, automation, and reusable assets.
• Manage CCaaS and AI partners and support presales scoping, estimation, and delivery handoffs.

Leadership and financial stewardship

• Coach delivery, product, and engineering leaders; build a high-performance culture through feedback and development.
• Participate in senior hiring and develop career paths, skills, and AI/platform certification pipelines.
• Own gross margin, utilization, and effective billable rates; maintain accurate revenue and resource forecasts.
• Use reporting, data visualization, and storytelling to influence decisions and improve internal operations.

Qualifications

• 10+ years in technology, including 4+ years in senior leadership in professional services, consulting, or an agency.
• Client-portfolio leadership experience, ideally with CAD 10M+ annual revenue, focused on retention and organic growth.
• Experience delivering large-scale CX or contact-center transformations influencing VP- and C-level decisions.
• Working knowledge of CX AI, including conversational and voice AI, agent assist, copilots, AI routing, knowledge for AI, and CX intelligence.
• Hands-on delivery experience with one or more CCaaS or CX AI platforms, such as Genesys, Amazon Connect, Zendesk, or Google; certifications and multiple-vertical experience are a plus.
• Deep SDLC and Agile knowledge and a record of delivering complex custom software iteratively from discovery to launch.
• Experience coaching Product, Engineering, and Delivery leaders and leading large global teams.
• Strong professional-services financial metrics knowledge and ability to handle program recovery and high-stakes client conversations.
• Ability to translate delivery data into executive narratives; contact-center regulatory knowledge such as PCI, HIPAA, TCPA, or PIPEDA is a plus.

Compensation

• Compensation range is stated as CACAD 150K–CACAD 190K; the posting does not specify the pay cadence.