Director, Delivery CX AI

We are seeking a Director, CX AI Delivery: a consultant and delivery expert who can turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence, and serve as a trusted advisor to client executives. You will manage a portfolio of client engagements (generally ~$15–20M in revenue), directly lead delivery, product, and engineering leaders, and step in to stabilize and recover programs when needed.

This is a delivery-first leadership role with an AI lens. You will bring the rigor of a seasoned delivery executive together with a working command of how AI is changing CX: from AI-driven routing and virtual agents to copilots, knowledge, and agentic automation. You will help clients adopt these capabilities responsibly, at scale, and in iterative releases that get value into production quickly. You will also help evaluate vendor and partner solutions and decide how and when new tools enter the ecosystem.