Senior Manager, Professional Services
New
J
JobgetherContact Center Software
Based in the United StatesFull-TimeManager
Salary$88,000–$165,000, with eligibility for variable pay, equity, and additional benefits.
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Job Details
- Languages
- English
- Experience
- 7+ years of experience in Professional Services, technical implementation, solutions engineering, or customer-facing technical delivery; at least 5 years of experience leading customer-facing technical teams.
- Required Skills
- Project ManagementPeople Management
Requirements
- 7+ years of experience in Professional Services, technical implementation, solutions engineering, or customer-facing technical delivery roles.
- At least 5 years of experience leading customer-facing technical teams.
- Demonstrated success delivering enterprise-scale implementations involving large customer environments.
- Experience owning or improving delivery methodologies, standardized reporting, operational processes, or implementation frameworks.
- Bachelor’s degree or equivalent professional experience.
- Strong written and verbal English communication skills, with confidence presenting to executive-level stakeholders.
- Strong people-management capabilities, including coaching, performance management, and talent development.
- Excellent organizational and program-management skills.
- Enterprise contact center or CCaaS experience (e.g., NICE, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk).
- Experience with AI-powered contact center technologies is advantageous.
- PMP, Agile/Scrum, Six Sigma, or ITIL certification is a plus.
Responsibilities
- Lead, manage, coach, and develop a team of Delivery Engineers and Engineer Leads responsible for enterprise contact center implementations across North America.
- Own team hiring, performance management, career development, goal setting, workload distribution, and business-hour coverage.
- Establish and continuously improve standardized professional services delivery methodologies, including project plans, requirements documentation, testing, and customer sign-off processes.
- Develop and maintain reusable delivery assets such as code libraries, configuration templates, statements of work, playbooks, and best-practice guides.
- Monitor delivery performance across multiple concurrent enterprise engagements, proactively identifying risks and resolving issues.
- Partner with Sales, Customer Success, Support, and Product Management to align customer commitments, product capabilities, delivery capacity, and roadmap priorities.
- Provide executive-level visibility into project status, delivery risks, resource capacity, and overall portfolio performance.
- Serve as an escalation point for high-profile, complex, or at-risk enterprise customer engagements.
- Identify and champion opportunities to use AI and automation to improve delivery efficiency.
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