Manager, AI & CX Services

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

📋 Description

• Lead a professional services delivery team composed of CX and contact center engineers.

• Execute intricate implementations and migrations across CCaaS/UC platforms, custom development, and Applied AI.

• Oversee resources, schedules, delivery margins, budgets, burns, and stage-gate quality controls.

• Guide, coach, mentor, train, and develop team members.

• Handle issues, risks, change requests, dependencies, and critical-path deliverables.

• Act as the main point of contact for project escalations and manage customer expectations.

• Plan and coordinate go-live events, production changes, post-go-live support, and urgent escalations.

• Transform the sales funnel into forward capacity plans while identifying under-utilization and hiring needs.

• Assist in pre-sales activities, including 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 areas for improvement.

• Drive process enhancement using lean and agile methodologies and conduct lessons-learned reviews.

• Ensure adherence to RFP, SOW, contract terms, and Waterfield Tech standards.

• Maintain booking, time entry, and delivery operations using Microsoft Dynamics 365/Project Operations.

• Collaborate with People & Culture on recruitment, onboarding, and retention strategies.

• Pursue ongoing professional development and perform additional duties as assigned by leadership.

⛳️ Requirements

• 8+ years of experience delivering technical professional services engagements, including contact center/CCaaS implementations and migrations.

• Progressed 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.

• Practical experience with Dialogflow CX development, or experience leading a team with that expertise.

• Strong understanding of professional services delivery principles, methodologies, governance, and quality control.

• Experience collaborating with business stakeholders in a cross-functional matrix environment.

• Hands-on familiarity with one or more CCaaS/UC platforms.

• Experience with Microsoft Dynamics 365/Project Operations.

• Familiarity with AI-powered delivery and PPM tools such as Microsoft Copilot, Claude, or AI-enhanced PPM.

• Exceptional 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.

• Willingness to travel up to 5%.

• Manufacturer/platform certifications are highly 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.

• Opportunities for professional development and training.

• Mentorship and team development opportunities.

• Manufacturer/platform certifications are highly valued.

• Flexibility to work remotely within the United States.

• Equal employment opportunity.