UC & CX Professional Services Leader

Mitel; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Matching

Paid Time Off

Job summary

Mitel seeks a proven Manager, Professional Services to lead a customer-facing delivery team in Chicago. You will drive UC/CX solutions, align delivery to business outcomes, and scale capabilities across solution engineering, product management, and customer success.

You will mentor engineers and consultants, foster a data-driven culture, and partner with cross-functional teams to improve adoption, workflow optimization, and profitability while maintaining high-quality delivery.

Qualifications

• Bachelor's degree in business, technology, engineering, or a related field, or equivalent professional experience.
• Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer-facing delivery environment.
• Demonstrated experience leading, coaching, and developing technical or consulting professionals.
• Experience managing a portfolio of complex customer implementations with accountability for delivery quality, customer satisfaction, and business performance.
• Strong understanding of unified communications, collaboration, contact center, customer experience, or related enterprise communication technologies.
• Working knowledge of solution architecture, system integration, APIs, workflow design, application configuration, and enterprise technology environments.
• Demonstrated ability to connect technical capabilities with customer workflows, operational requirements, and desired business outcomes.
• Experience introducing new delivery practices, technical capabilities, or operating processes within a changing organization.
• Strong operational and analytical skills, including experience with capacity planning, resource management, project risk, delivery metrics, forecasting, and utilization.
• Ability to travel approximately 25% of the time.

Responsibilities

• Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions.
• Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence.
• Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand.
• Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting.
• Establish individual development plans, technical learning paths, mentoring, and knowledge-sharing practices that strengthen team capability and career growth.
• Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements.
• Lead the team through organizational and operating-model changes with clear communication, engagement, and accountability.
• Own delivery performance and customer outcomes across a portfolio of Professional Services engagements.
• Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation.
• Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies.
• Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations.
• Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes.
• Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success.
• Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following implementation.

Skills

Team Leadership

Delivery Management

Customer Leadership

UC/CX Knowledge

Education

Bachelor's degree in business/tech

Tools

APIs

Workflow Automation

Integration Platforms

Job description

Mitel seeks a proven Manager, Professional Services to lead a customer-facing delivery team in Chicago. You will drive UC/CX solutions, align delivery to business outcomes, and scale capabilities across solution engineering, product management, and customer success.

You will mentor engineers and consultants, foster a data-driven culture, and partner with cross-functional teams to improve adoption, workflow optimization, and profitability while maintaining high-quality delivery.