Director, AI & CX Delivery

Waterfield Tech; Tulsa (OK); On-site; USD 150,000 - 190,000; Full time

Job summary

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 solutions across leading CCaaS platforms and 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

Qualifications

• 12+ years delivering complex CX/CCaaS services.
• 5+ years leading delivery teams (people leadership).
• Bachelor’s Degree required; Master’s preferred.
• Availability for flexible hours and senior escalations.
• Experience owning manufacturer/partner relationships and certifications.

Responsibilities

• Lead AI & CX Services delivery practices end to end.
• Own the full P&L for the practices held and manage margins.
• Set delivery strategy and CX modernization roadmap.
• Lead and develop teams; build leadership depth and succession.
• Maintain executive relationships and customer governance.
• Drive AI enablement in delivery and customer solutions.

Skills

CX leadership

Executive communication

Financial acumen

Cross-functional leadership

Delivery governance

AI enablement

CCaaS/UC tech

Education

Bachelor’s degree

Master’s degree

Tools

PMP/PgMP

ITIL

Prosci ADKAR

Job description

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 solutions across leading CCaaS platforms and 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