Director of AI, Professional Services

Role Overview

• Responsible for the strategic and operational leadership of the technical delivery teams.
• Drive the AI strategy across the organization, aligning with the enterprise roadmap and go-to-market approach.
• Provide first-level supervision, coaching, and support to Professional Services staff, ensuring the highest level of technical expertise and support to customers.
• Support the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base.
• Support sales acquisition efforts and represent company solutions to prospective clients.
• Influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes.
• Lead AI strategy and enablement within a global SaaS organization, helping translate emerging AI capabilities into customer-relevant solutions and business value.
• Define AI positioning, messaging, and target audiences, ensuring alignment between product capabilities, market needs, and go-to-market strategy.
• Analyze AI SaaS performance and adoption metrics, including usage trends, customer adoption patterns, and broader market dynamics, to inform strategy and investment decisions.
• Develop AI-focused content across the customer journey, including awareness, education, adoption, and value-realization materials.
• Collaborate cross-functionally with corporate, product, marketing, and enablement teams to execute AI programs, campaigns, and customer engagement initiatives.
• Build and lead high-performing teams, managing goals, delegating work, and empowering direct reports to make decisions.
• Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.
• Develop and empower direct reports to take action.
• Develop and implement long-term product strategies related to Contact Center services.
• Provide strategic direction for Contact Center service offerings and packages globally.
• Manage operational aspects of Professional Services, ensuring high-quality technical sales support and expertise for Contact Center solutions.
• Lead the implementation of Professional Services Automation (PSA).
• Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.
• Act as an escalation point for critical Contact Center issues.

Requirements

• 7+ years background in running a Professional Services practice, business or overall team.
• Proven successful track record running a P&L business.
• Proven ability to build and lead high-performing teams, including hiring, retaining, and developing talent.
• Experience in managing team goals, delegation, accountability, and empowerment.
• Demonstrated expertise in developing and implementing long-term product strategies, particularly for Contact Center services.
• Strong background in managing operational aspects of Professional Services and Contact Center delivery teams.
• Expert-level knowledge in UCaaS and CCaaS technologies, including IVR systems, email integrations, API integrations with CRM, and call flow design.
• Familiarity with Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
• Experience in overseeing the planning, design, and implementation of Contact Center projects, including the creation and review of Business Requirements Documents (BRDs).
• Proven track record of delivering exceptional client service and fostering a customer-centric culture.
• Understanding and management of key Professional Services metrics (revenue, margin, billable utilization).
• Experience in budget management and expense control.
• Ability to support the development of a scalable partner ecosystem to enhance delivery capacity.
• Experience in innovating delivery models to reduce costs and improve customer experience.
• Experience in creating and managing Statements of Work (SOWs) and utilizing contract negotiation and conflict management skills.
• Excellent communication and interpersonal skills, with the ability to work cross-functionally and partner with various stakeholders.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program