Director, AI & CX Services

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Oversee and expand one or more AI & CX Services delivery practices

• Manage full P&L, revenue, margin, cost structure, headcount investments, and partner tier economics

• Develop delivery strategy, standards, and CX modernization roadmaps

• Drive organizational change and continuous improvement initiatives

• Recruit, mentor, 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

• Manage delivery methodologies, reference architectures, accelerators, templates, quality standards, and lifecycle handoff practices

• Conduct post-mortems and gather lessons learned to inform renewals and expansions

• Oversee resource and capacity planning and collaborate with Sales on scoping and feasibility assessments

• Act as the senior escalation and executive point of contact for clients

• Manage relationships with manufacturers and partners, including certifications, enablement, partner tier management, roadmap alignment, and joint delivery

• Partner with Sales, Product, IT, Operations, and commercial and proposal teams

• Propel AI enablement through customer AI solutions and AI-supported delivery operations

• Lead teams in developing integrations, APIs, conversational AI, and AI-enabled applications as necessary

• Analyze CSAT, NPS, KPIs, customer feedback, and delivery metrics to drive enhancements

• Ensure accurate booking, time entry, and delivery operations in Microsoft Dynamics 365/Project Operations

• Report on practice performance and results to senior leadership

⛳️ Requirements

• 12+ years of experience delivering complex CX/contact center technology services

• 5+ years of experience in leading, building, and retaining delivery teams accountable for delivery outcomes and margin

• Extensive Five9 practice experience with multiple large-scale production implementations and migrations

• Proficiency 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 migrations

• Proven success in leading CX modernization initiatives at a leadership level

• Demonstrated financial and practice economics insight, including margin, utilization, burn vs. plan, and estimate at completion

• Experience managing manufacturer/partner relationships, certifications, enablement, partner tier management, customer executive governance, and recovery of at-risk engagements

• Bachelor’s Degree required; preferably in Business, IT, Engineering, or a related field

• Equivalent work experience will be accepted

• Manufacturer/platform certifications are highly valued

• Willingness to work flexible hours as necessary, including during senior customer escalations

• Ability to sit for prolonged periods, up to 80% of the time

• Ability to lift or carry items weighing up to 10 lbs.

• Ability to travel up to 15%

• All employees must be U.S. citizens or able to provide proof of employment eligibility

🏝️ Benefits

• Flexible working hours as required

• Commitment to equal employment opportunity and non-discrimination

• Travel opportunities up to 15% for client meetings, training, or installations