Director, AI & CX Services

Waterfield Tech

. Lead and grow one or more AI & CX Services delivery practices .

Posted 9/24/2026full-timeRemote • Oklahoma • United StatesLead💰 $108,750 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI and CX service delivery practices, with a strong focus on financial acumen, delivery methodologies, and customer relationship management. Proven ability to drive organizational change and continuous improvement while managing complex technology services and multi-vendor environments.

Highest-signal resume keywords

AI & CX Services DeliveryP&L ManagementFive9 Practice ExperienceCX Modernization InitiativesManufacturer/Partner Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CX/Contact Center Technology ServicesDelivery MethodologiesAPI DevelopmentConversational AICRM/CTI IntegrationsLegacy-to-Cloud MigrationFinancial AcumenKPI ManagementQuality StandardsResource Planning

Soft Skills

LeadershipCoachingOrganizational Change ManagementCommunicationCollaboration

Tools & Technologies

Microsoft Dynamics 365Project OperationsSalesforceServiceNowFive9

Certifications & Qualifications

Manufacturer/Platform CertificationsBusiness/IT/Engineering Degree

Industry Keywords

CX ModernizationCustomer ExperienceContact CenterMulti-Vendor DeliveryExecutive Governance

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

12+ years delivering complex CX/contact center technology services
5+ years leading, building, and retaining delivery teams accountable for delivery outcomes and margin
Strong Five9 practice experience with multiple production implementations and migrations at scale
Experience 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 migration
Proven track record leading CX modernization initiatives at a leadership level
Demonstrated financial and practice economics acumen, including margin, utilization, burn vs. plan, and estimate at completion
Experience owning manufacturer/partner relationships, certifications, enablement, partner tier management, customer executive governance, and recovery of at-risk engagements
Bachelor’s Degree required; emphasis in Business, IT, Engineering, or a related field preferred
Equivalent work experience will be considered
Manufacturer/platform certifications strongly valued
Availability to work flexible hours as needed, including senior customer escalations
Ability to sit for extended periods, up to 80% of the time
Ability to lift or carry objects up to 10 lbs.
Ability to travel up to 15%
All employees must be citizens of the United States or able to provide proof of employment eligibility

Benefits

Comp & perks

Flexible hours as needed
Equal employment opportunity and non-discrimination
Travel opportunities up to 15% for client meetings, training, or installations