AI & CX Services Director: Growth, Delivery, Innovation

RiseMe; Oklahoma; On-site; USD 180,000 - 260,000; Full time

Job summary

Waterfield Tech in the United States seeks a Director, AI & CX Services to lead and grow delivery practices that design and modernize customer experience solutions. You will own the full P&L, set delivery standards, and partner with Sales, Product, and Operations to drive growth and customer satisfaction.

The role requires hands‑on delivery leadership, strong executive communication, and a track record of CX modernization across CCaaS/UC platforms, with vendor relationships and AI enablement at

Qualifications

• 12+ years delivering complex CX/contact center technology services.
• 5+ years leading delivery teams accountable for delivery outcomes and margin.
• Experience owning manufacturer/partner relationships and CX modernization initiatives.

Responsibilities

• 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).
• Set and communicate the delivery strategy and CX modernization roadmap for the practices held, securing senior leadership buy‑in and resources.
• Lead and develop the teams within the practices held: hire, coach, develop, and retain leaders and individual contributors.

Skills

Delivery leadership

CX modernization

Executive communication

Financial management

CCaaS expertise

Education

Bachelor’s Degree in Business/IT/Engineering

Master’s degree preferred

Job description

Waterfield Tech in the United States seeks a Director, AI & CX Services to lead and grow delivery practices that design and modernize customer experience solutions. You will own the full P&L, set delivery standards, and partner with Sales, Product, and Operations to drive growth and customer satisfaction.

The role requires hands‑on delivery leadership, strong executive communication, and a track record of CX modernization across CCaaS/UC platforms, with vendor relationships and AI enablement at