Manager, Delivery - CX AI
Core
Lead end-to-end delivery of business-critical contact center and customer experience technology solutions, including planning, design, implementation, testing, training, deployment, and handoff to operations.
Role type
Senior Delivery Manager (CX AI)
Builds
Contact center solutions (CCaaS) and AI-enabled customer experience platforms
Domain
Telecommunications / Customer Experience / AI
Deliverable
production ML models | product features
Required skills
Program management, Cross-functional team leadership, Vendor and carrier dependency management, Financial acumen, Agile and hybrid delivery lifecycle management, Knowledge transfer and sustainment planning, Global distributed team management, AI-enabled product delivery experience
Preferred skills
Experience in regulated enterprise environments (telecommunications, financial services, healthcare), Program and delivery certifications (PMP, SAFe, Scrum, ITIL)
Technologies
Genesys, Amazon Connect, Five9, Google CES
Responsibilities
Lead end-to-end delivery of CCaaS and CX AI solutions; Own program-level governance including risk, issue, and change control; Provide leadership to globally distributed onshore and offshore teams; Champion communication and stakeholder alignment; Drive Agile/hybrid delivery lifecycles; Execute knowledge transfer to operations; Manage project budgets and financials; Lead executive reporting and governance forums.
Seniority
Senior, hands-on IC with program leadership