Waterfield Tech

Artificial Intelligence

• Lead and grow one or more AI & CX Services delivery practices
• Own full P&L, revenue, margin, cost structure, headcount investment, and partner tier economics
• Set delivery strategy, standards, and CX modernization roadmaps
• Lead organizational change and continuous improvement initiatives
• Hire, coach, 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
• Own delivery methodologies, reference architectures, accelerators, templates, quality standards, and lifecycle handoff practices
• Run post-mortems and lessons learned and feed delivery insights into renewals and expansions
• Own resource and capacity planning and partner with Sales on scoping and feasibility
• Serve as senior escalation and executive point of contact for customers
• Own manufacturer and partner relationships, certifications, enablement, partner tiers, roadmap alignment, and joint delivery
• Partner with Sales, Product, IT, Operations, and commercial and proposal teams
• Drive AI enablement through customer AI solutions and AI-supported delivery operations
• Lead teams building integrations, APIs, conversational AI, and AI-enabled applications where applicable
• Review CSAT, NPS, KPIs, customer feedback, and delivery metrics to drive improvements
• Ensure booking, time entry, and delivery operations in Microsoft Dynamics 365/Project Operations
• Report practice performance and outcomes to senior leadership

Director, AI & CX Services

• Lead a professional services delivery team of CX and contact center engineers
• Deliver complex implementations and migrations across CCaaS/UC platforms, custom development, and Applied AI
• Manage resources, schedules, delivery margin, budget, burn, and stage-gate quality controls
• Lead, coach, mentor, train, and develop team members
• Manage issues, risks, change requests, dependencies, and critical-path deliverables
• Serve as the primary interface for project escalations and manage customer expectations
• Plan and manage go-live events, production changes, post-go-live support, and urgent escalations
• Convert the sales funnel into forward capacity plans and identify under-utilization and hiring needs
• Support pre-sales through 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 improvement opportunities
• Lead process improvement using lean and agile methods and conduct lessons-learned reviews
• Ensure compliance with RFP, SOW, contract terms, and Waterfield Tech standards
• Maintain booking, time entry, and delivery operations in Microsoft Dynamics 365/Project Operations
• Collaborate with People & Culture on recruiting, onboarding, and retention
• Continue professional development and perform other duties assigned by leadership

Director, AI & CX Services

Manager, AI & CX Services