Director, Delivery CX AI

What you'll do

• Advise client executives and govern a portfolio of client engagements, supporting retention, renewals, and organic growth.
• Lead global delivery teams, mitigate risks, and stabilize programs while overseeing vendor partnerships and iterative releases.
• Manage portfolio financials, forecasts, and talent development across delivery, product, and engineering leaders.

What they ask for

• 10+ years in the technology industry, including 4+ years in senior leadership in professional services, consulting, or an agency.
• Record managing a diverse client portfolio, ideally $10M+ in annual revenue, with a focus on retention and organic growth.
• Experience delivering large-scale CX or contact center transformations and leading globally distributed Product, Engineering, and Delivery teams.
• Working knowledge of AI in CX, hands-on delivery experience with one or more leading CCaaS or CX AI platforms, and deep understanding of SDLC and Agile delivery.

Nice to have

• Platform certifications and experience across multiple verticals.
• Understanding of contact center regulatory requirements such as PCI, HIPAA, TCPA, or PIPEDA.

Pay

$132K – $190K USD base salary; 25% annual bonus of base salary (currency not stated)

Tools

Genesys, Amazon Connect, Zendesk, Google, AWS, Five9, ElevenLabs, Cresta

AI focus

Leads delivery and client adoption of conversational and voice AI, agent assist and copilots, AI-driven routing, knowledge for AI, CX intelligence, and agentic automation; evaluates vendors and supports responsible, iterative deployment.