Managing Director, CX AI Delivery

This is a fully remote position, open to applicants in North Carolina, +3 more states.

📋 Description

• Collaborate with the executive leadership team to establish the company's CX AI vision, strategy, and objectives for transforming the contact center.

• Foster growth by recognizing emerging trends, market opportunities, and industry best practices in contact center innovation.

• Lead the planning, development, and execution of the CX AI strategic roadmap, incorporating new innovative offerings in the AI sector for contact centers.

• Supervise the creation and management of comprehensive CX AI offerings, including Assistive CX, Agentic CX, Conversation Agents, CX Insights & Intelligence, CCaaS platforms (such as Genesys, Five9, AWS Connect, and Google), CRM systems (Salesforce and Zendesk), workforce management, agent quality management, and technology partnerships (Cresta and ElevenLabs).

• Take overall responsibility for the financial performance of the CX AI practice.

• Collaborate with Business Development, Digital Solutions leaders, and CXM account and operations leaders to enhance and transform managed accounts in the BPO sector.

• Alongside Business Development, design and implement effective revenue generation strategies to achieve or surpass annual revenue targets for digital contact center solutions.

• Track financial performance, pinpoint areas for enhancement, and enact corrective measures as needed.

• Build and lead high-performing teams across various technologies and capabilities.

• Promote a culture of excellence, innovation, collaboration, and continuous learning within the global CX AI teams.

• Propel the development and integration of innovative AI-powered solutions and offerings aimed at optimizing contact center CX.

• Partner with TELUS clients and TELUS Digital stakeholders to facilitate digital transformation within TELUS-owned CX operations.

• Collaborate with clients to identify their contact center challenges and create customized digital solutions.

• Oversee the provision of high-quality CX AI implementations and strategic recommendations.

• Offer thought leadership and establish trusted advisor relationships with key client stakeholders.

• Encourage the adoption and integration of modern CX platforms and technologies.

⛳️ Requirements

• 10+ years of relevant leadership and team management experience in a top-tier management consultancy (Partner-level) or in a global and publicly traded enterprise (VP, SVP, or C-level) focusing on CX AI, Contact Center Technologies, and/or Customer Service Operations.

• Leadership experience in technology consulting, project management, and executive partnerships.

• Proven experience in leading cross-functional teams and managing P&L responsibilities.

• Demonstrated success in building and scaling new service offerings in emerging technologies.

• Extensive knowledge of CCaaS platforms (Genesys, AWS Connect, Google, Five9), CRM systems (Salesforce, Zendesk), and associated contact center CX technologies.

• Strong understanding of AI platforms and their applications in contact center operations.

• Experience with conversational AI and digital engagement solutions.

• Comprehensive knowledge of customer experience strategies and digital transformation.

• Exceptional communication skills, both written and verbal, with the ability to convey complex ideas effectively to C-level and Executive audiences.

• Excellent collaborator with the capability to work seamlessly across diverse teams and cultures.

🏝️ Benefits

• Offers Equity

• Offers Bonus

• 35% annual bonus of base salary, subject to the terms and conditions of the annual plan design.