Director, Delivery CX AI
Core
Lead delivery of Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence for client executives.
Role type
Senior IC delivery director (CX AI)
Builds
CCaaS platforms, conversational and agentic AI solutions, agent assist tools, and CX intelligence systems
Domain
Telecommunications, Customer Experience, Artificial Intelligence
Deliverable
production ML models
Required skills
Strategic account governance, portfolio financial management, risk mitigation, iterative delivery, vendor ecosystem management, team leadership, pre-sales scoping, regulatory compliance
Preferred skills
Platform certifications, understanding of regulatory requirements (PCI, HIPAA, TCPA, PIPEDA)
Technologies
Genesys, Google, AWS, Zendesk, Five9, ElevenLabs, Cresta, Parloa, Amazon Connect
Responsibilities
Act as primary escalation point for client executives, drive commercial success of $15–20M portfolio, identify expansion opportunities, lead global multidisciplinary teams, manage risk and recovery situations, optimize delivery models, partner on pre-sales, coach and mentor leaders, own portfolio financials
Seniority
Senior, hands-on IC
