Overview In this role you drive end-to-end CCaaS implementations for global, large-scale programs, aligning with client business goals. You will partner with cross-functional teams to deliver on time and within budget while shaping the solution and rollout strategy. You'll provide strategic guidance to optimize CCaaS platforms, enhance customer experience, and advance platform migrations. This position offers a high-impact, client-facing opportunity to lead transformative service technology initiatives and work with leading vendor ecosystems.
Compensation / Benefits- medical, dental, vision
- life and long-term disability coverage
- 401(k) plan
- bonus opportunities
- paid holidays
- paid time off
Responsibilities- Lead end-to-end CCaaS implementations for global, large-scale programs
- Collaborate with cross-functional teams to align with business objectives
- Provide strategic guidance to optimize CCaaS platforms and customer experience
- Foster and maintain strong client relationships as the primary contact
- Define platform migration and global rollout strategy and execute it
- Coordinate with software and technology partners to deliver service-focused solutions
- Plan and estimate delivery work using Agile, including milestones, resources, scope, and risk management
- Lead on-shore and off-shore project teams during the lifecycle
- Translate business requirements into epics and stories; guide experience-led design and UI/UX
- Engage with stakeholders on business justification, funding, scope, and timeline
- Contribute to evolving solution offerings, methodologies, and business development tools
Key requirements- 1+ years in Conversational AI, CCaaS, and Forward Deployed Engineer (FDE) skills
- 3+ years designing, architecting, and delivering cloud contact center, WFM, and analytics platforms (e.g., NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio)
- 3+ years designing and implementing AI chatbot/virtual assistant and digital roadmaps for cloud CC platforms
- 3+ years aligning technology with contact center benchmarks, quality metrics, and agent scorecards
- 3+ years delivering CCaaS technologies with multi-channel capabilities (B2C/B2B, Web, Mobile, Voice, etc.)
- Experience across service delivery platforms and enablement including CRM, field service, and AI-powered operations
- strong leadership
- exceptional communication
- client relationship management
- NICE
- TalkDesk
- Calabrio
