AI & CX Delivery Leader

RiseMe; Oklahoma; On-site; USD 120,000 - 170,000; Full time

Job summary

Waterfield Tech seeks a Manager, AI & CX Services to lead a professional services delivery team of CX and contact center engineers, delivering complex CCaaS implementations and migrations across leading platforms, plus custom AI development.

You will own delivery margins and budgets, guide capacity planning, and collaborate with sales, pre-sales, and engineering to ensure on-time, high-quality outcomes across the full lifecycle.

Qualifications

• 8+ years delivering technical professional services engagements (CCaaS) with leadership.
• Hands-on delivery background as implementation consultant or CCaaS engineer.
• Conversational AI design and NLU tuning experience required.
• Dialogflow CX development experience or leadership in it.
• Strong understanding of professional services delivery principles, governance, and quality control.
• Prior experience in a technical support or technical management role preferred.

Responsibilities

• Manage a professional services delivery team of CX/CC engineers for complex CCaaS/UC implementations and AI development.
• Manage resources, schedules, and financials including delivery margin, budget, and burn; ensure quality across the lifecycle.
• Lead, coach, and develop the team day to day: assign and balance work; build and motivate the team to meet goals, milestones, and responsibilities; and provide feedback, mentorship, and training.
• Manage issues, risks, change requests, dependencies, and critical path deliverables to ensure successful, on time delivery.
• Serve as the central point of contact and primary interface for project escalations; establish client relationships and manage customer expectations.
• Plan, document, and manage go-live events and related production changes, including go-live and immediate post go-live incident support, and availability for after hours cutovers, change windows, and urgent escalations as needed.
• Read the sales funnel and convert it into a forward capacity view for the team; flag under-utilization and hiring needs early.
• Support pre-sales: review proposal material, SOWs, and executed contracts to determine scope and required resource teams; contribute scoping, feasibility, and level of effort; and protect margin during pre-sales for the team.
• Provide status reporting and dashboards on milestones, deliverables, dependencies, risks, issues, and KPIs to leadership and stakeholders; analyze results and troubleshoot problem areas.
• Review the customer satisfaction and delivery results (CSAT, NPS, and delivery KPIs) for the team and use data driven insights to identify pain points, bottlenecks, and areas for improvement.
• Lead process improvement and help establish delivery practices, templates, tools, and standards, applying lean and agile methods to streamline workflows and drive continuous improvement, and conduct lessons learned reviews at project closure with after action reports.
• Ensure delivery meets Waterfield Tech standards and remains compliant with RFP, SOW, and contract terms; maintain booking, time entry, and delivery operations within Microsoft Dynamics 365/Project Operations.
• Collaborate with People & Culture to recruit, onboard, and retain talent and build a collaborative, inclusive team.
• Continue professional development to stay current on emerging technologies, methods, and platforms; perform other duties as assigned by leadership.

Skills

CCaaS/UC platforms

Conversational AI

Dialogflow CX

Delivery leadership

Hands-on delivery

Multi-vendor delivery

Education

Bachelor’s degree

Master’s degree a plus

Tools

Microsoft Dynamics 365/Project Operations

AI delivery tools

Job description

Waterfield Tech seeks a Manager, AI & CX Services to lead a professional services delivery team of CX and contact center engineers, delivering complex CCaaS implementations and migrations across leading platforms, plus custom AI development.

You will own delivery margins and budgets, guide capacity planning, and collaborate with sales, pre-sales, and engineering to ensure on-time, high-quality outcomes across the full lifecycle.