Artificial Intelligence

• 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

Manager, AI & CX Services

• 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

• Design the structure of specific IT systems and supervise programs to ensure proper architecture implementation
• Apply technical skills and collaborate with internal and external business partners to create vision and roadmap
• Provide technical governance through creation or modification of technical standards, models, application tiers, and reference architectures
• Lead technical consulting and collaborate with development teams on solution design and roadmap-aligned architecture enhancements
• Translate business requirements into repeatable design strategies, system qualities, and patterns
• Develop current-state and target-state architecture blueprints with transition roadmaps and incremental sequencing
• Research, evaluate, and recommend technologies and standards aligned with Williams strategies
• Advise IT and business leadership on technology enablement for business capabilities
• Foster collaboration and alignment between technical teams and stakeholders
• Partner with cybersecurity, identity and access management, and data governance teams on secure, private, compliant, and responsible AI architectures
• Define reusable AI architecture patterns and reference implementations, including RAG, event-driven AI services, agent-based workflows, and AI-assisted field operations
• Drive adoption of AI architecture patterns across product and project teams
• Mentor developers, analysts, and business stakeholders on AI capabilities, constraints, and safe-use patterns
• Perform other duties as assigned

Artificial Intelligence jobs in Oklahoma

Manager, AI & CX Services

Director, AI & CX Services

IT Architect V – AI