Executive Director Professional Services (CCaaS)

TL;DR

Executive Director Professional Services (CCaaS): Manage projects and teams on complex Contact Center as a Service implementations, owning end-to-end delivery including profitability and customer success with an accent on CX transformation, process automation, and omnichannel technologies. Focus on leading technical teams, developing solutions with platforms like Genesys Cloud, Amazon Connect, NICE CXone, influencing executive stakeholders, and driving Agile/Waterfall budgets with FinOps.

Location: Austin, TX

Salary: $200,000 - $240,000 a year

Company

hirify.global pioneers engagement and growth solutions for exceptional customer experience (CX), with expertise in Genesys platform integrations as 14-time Partner of the Year.

What you will do

• Develop relationships with customers, business development, engineering, marketing, and partners to qualify opportunities and build solutions.
• Lead technical teams for CCaaS implementations, customer requirements sessions, and end-to-end project success including profitability.
• Mentor team members, review technical efforts across project phases, and communicate CCaaS platform applications to solve business needs.
• Present solutions, support proposals, RFP responses, ROI business cases, and client meetings to close deals.
• Deliver TTEC value proposition as CX transformation thought leader, provide competitor insights, and influence executives.
• Manage budgets using Agile and Waterfall approaches with FinOps for transparency and measurable results.

Requirements

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 12+ years in Contact Center and UC environments; 5+ years CCaaS project leadership.
• Experience creating roadmaps, planning end-to-end projects with Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone, or similar.
• Enterprise-level CCaaS architecture for complex needs; presenting to executive stakeholders (technical/non-technical).

Culture & Benefits

• Medical, dental, vision coverage; tax-advantaged health care accounts; financial and income protection benefits.
• Paid time off (PTO) and wellness time off.
• Annual incentive program eligibility.
• Great Place to Work 2024-2025 certification across 14 countries; commitment to diverse and inclusive workforce.
• Equal opportunity employer.