Director, AI & CX Services

Director, AI & CX Services
Customer Experience & AI Enablement

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs
.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency
. Our client‑centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Waterfield Tech is seeking a Director, AI & CX Services to lead and grow one or more professional services delivery practices that design, implement, and modernize customer experience and contact center solutions across leading CCaaS and UC platforms and our Applied AI capabilities. The Director owns the full P&L for the practices held and is accountable for delivery outcomes, quality, growth, and the people in each practice.

Bringing deep, hands‑on delivery expertise, the Director sets the delivery approach, standards, and CX modernization roadmap for the practices held, is the senior escalation and executive point of contact for customers, owns the manufacturer/partner relationships, and partners across Sales, Product, and Operations. The role leads the technical leads and engineers who deliver the practices, including any custom development/Applied AI that extends the platforms.

• Lead one or more AI & CX Services delivery practices end to end, accountable for delivery outcomes, quality, utilization, and margin across the practices held.
• Own the full P&L for the practices held (revenue, margin, cost structure, headcount investment, and partner tier economics) and own the capacity to pipeline strategy and the investment that closes the gap.
• Set and communicate the delivery strategy and CX modernization roadmap for the practices held: secure senior leadership buy-in and resources; monitor industry trends, partner roadmaps, and customer feedback; and lead organizational change (change management plans for new methodologies, technologies, and operating models) that fosters continuous improvement and innovation.
• Lead and develop the teams within the practices held: hire, coach, develop, and retain leaders and individual contributors; set goals, run performance and career development, and build leadership depth and succession.
• Grow the delivery capability and own the manufacturer/partner relationships for the practices held, including certifications, enablement, partner tier, roadmap alignment, and joint delivery.
• Establish portfolio level delivery governance and roadmap and release management standards for the practices held, including cadence, health reporting, KPIs, risk and escalation management, quality gates, release readiness, and the accelerator/IP release pipeline; report progress and outcomes to senior leadership.
• Set and own delivery standards, methodology, reference architectures, accelerators, templates, quality bars, and the implementation to support handoff and lifecycle standards for the practices held (flows/IVR, IVA/agent assist, WFO/WEM, reporting/administration, and CRM/CTI integrations); run post‑mortems and lessons…