Senior Manager, Professional Services

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Lead a team of Contact Center Delivery Engineers and Engineer Leads to implement CCaaS solutions for enterprise customers across North America.

• Own and ensure delivery quality and consistency throughout the team's project portfolio.

• Develop and implement standardized delivery methodologies, including project plans, requirements templates, and testing and sign-off processes.

• Create repeatable delivery assets, such as code libraries, configuration templates, and standard Statements of Work (SOWs).

• Monitor ongoing projects and proactively address at-risk engagements before they escalate.

• Collaborate with Sales, Customer Success, Support, and Product Management regarding customer commitments, product roadmaps, and delivery capacities.

• Represent delivery status, risks, and capacities in PMO-wide reports for executive stakeholders.

• Act as an escalation point for high-profile or at-risk enterprise projects.

• Contribute to the development of new Professional Services offerings, SOW templates, delivery playbooks, and best-practice guides.

• Evaluate and advocate for AI solutions to enhance contact center delivery and improve team efficiency.

⛳️ Requirements

• Over 5 years of experience leading customer-facing technical teams in Professional Services, Implementation, or Solutions Engineering.

• More than 7 years of overall experience in Professional Services, technical implementation, or customer delivery roles.

• Direct experience in project delivery.

• Proven track record in delivering enterprise-scale implementations involving hundreds of sites and/or thousands of users.

• Experience in owning delivery methodologies, standardized reporting, or process improvement within a Professional Services or implementation organization.

• Bachelor's degree or equivalent professional experience.

• Excellent written and verbal communication skills in English.

• Proficient in presenting to executive stakeholders.

• Experience in the enterprise contact center / CCaaS industry with platforms like NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar.

• Experience in developing Professional Services offerings, SOW templates, or delivery playbooks.

• Familiarity with Customer Experience (CX) and Customer Journey Mapping frameworks.

• Experience with AI-driven contact center capabilities and AI-enabled implementations.

• PMP, Agile/Scrum, Six Sigma, or ITIL certification is preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.

• Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits.

• Voluntary supplemental health coverage and life insurance options.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and paid sick leave.

• Paid parental and pregnancy leave.

• Family-forming benefits, including IVF, Preservation, Adoption, etc.

• Emergency backup care for children, adults, and pets.

• Employee Assistance Program (EAP) offering 24/7 counseling sessions.

• Complimentary legal services for legal advice, document creation, and estate planning.

• Employee bonus referral program.

• Assistance for student loan refinancing.

• One-on-one coaching for employees, along with a perks and discounts program.

• Eligibility for variable pay.

• Eligibility for equity compensation.