Manager, AI & CX Services

Waterfield Tech

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

Posted 9/24/2026full-timeRemote • Oklahoma • United StatesSeniorLead💰 $100,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading professional services delivery teams, managing complex CCaaS/UC implementations, and applying AI technologies. Proficient in stakeholder management, resource planning, and process improvement methodologies.

Highest-signal resume keywords

CCaaS ImplementationsProfessional Services DeliveryDialogflow CX DevelopmentMicrosoft Dynamics 365/Project OperationsTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversational AI DesignNLU TuningImplementation ConsultingTechnical Solutions ArchitectureProject Management

Soft Skills

Analytical SkillsProblem-SolvingCommunication SkillsCustomer Service SkillsTeam Leadership

Tools & Technologies

Microsoft CopilotClaudeAI-Enhanced PPM Tools

Certifications & Qualifications

PMPITILManufacturer/Platform Certifications

Industry Keywords

Professional ServicesContact CenterCCaaSUC PlatformsAgile Methodologies

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

8+ years delivering technical professional services engagements, including contact center/CCaaS implementations and migrations
Progression 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
Hands-on Dialogflow CX development experience, or experience leading a team with that expertise
Strong understanding of professional services delivery principles, methodologies, governance, and quality control
Experience working with business stakeholders in a cross-functional matrix environment
Hands-on familiarity with one or more CCaaS/UC platforms
Microsoft Dynamics 365/Project Operations experience
Familiarity with AI-powered delivery and PPM tools such as Microsoft Copilot, Claude, or AI-enhanced PPM
Strong 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
Ability to travel up to 5%
Manufacturer/platform certifications strongly 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

Comp & perks

Healthy work-life balance
Professional development and training
Mentorship and team development opportunities
Manufacturer/platform certifications strongly valued
Ability to work remotely in the United States
Equal employment opportunity