Manager, Global Technical Service (Professional Services)

TL;DR

Manager, Global Technical Service (Professional Services): Leading and managing a team of Platform Engineers to ensure successful customer implementations and technical skill development with an accent on delivery focus, technical oversight, and product expertise. Focus on achieving revenue and quality targets, addressing project escalations, and advocating for product enhancements.

Location: This role is fully remote for candidates who reside outside a 50-mile radius of the San Ramon office. For candidates residing within 50 miles of San Ramon, this role is Hybrid, requiring 3 days a week (M, W, TH) in the office. Must be based in the United States.

Salary: $81,900 - $228,200 USD (annual base salary range for the US)

Company

hirify.global is a leading provider of cloud contact center software, bringing cloud innovation to customers worldwide.

What you will do

• Lead and manage a team of technical Platform Engineers, focusing on skills development.
• Achieve quarterly/annual revenue and quality targets in Professional Services delivery.
• Perform timesheet and project health reviews, identifying improvement opportunities.
• Maintain expertise in hirify.global products and partner integrations.
• Actively participate in hiring and recruiting Platform Engineers.
• Assist customer implementations for 10-20% of your time.

Requirements

• 10+ years of Professional Services experience.
• 5+ years of line Management experience directly leading technical teams.
• 5-8 years of Consulting experience in a Cloud Computing or Telephony environment.
• Prior experience managing budgets, staff, and external consultants.
• Experience implementing TDM and/or VoIP Call Center solutions (e.g., hirify.global, Genesys, Avaya).
• Must be willing to travel up to 50% regionally, with national and international travel possible (valid passport required).
• Excellent verbal and written communication skills.

Nice to have

• Strong knowledge of CRM and Lead Management solutions (e.g., Salesforce).
• Technical certifications.
• B.S. or B.A. degree, MBA.
• Experience with WFO Applications.
• Software development experience.

Culture & Benefits

• Team-first culture that celebrates diversity and fosters an inclusive environment.
• Health, dental, and vision coverage (100% employee portion covered).
• 401k saving plan with employer matching.
• Access to an innovative mental health support platform.
• Generous employee stock purchase plan.
• Paid Time Off, company paid holidays, paid volunteer hours, and 12 weeks paid parental leave.