Manager, Professional Services (AI)

TL;DR

Manager, Professional Services (AI): Lead a team delivering and optimizing Customer Services Automation AI products like hirify.global CXone across diverse customers with an accent on matrix management, project execution, and customer outcomes. Focus on developing best practices, managing risks, and ensuring high-quality AI and automation project delivery in contact centers.

Location: USA - Remote

Company

Global leader in AI-powered customer experience software used by thousands of businesses, including Fortune 100 companies, with 8,500+ employees across 30+ countries.

What you will do

• Provide leadership, coaching, feedback, and performance management to your team.
• Prioritize, assign, and manage team projects aligned with CoE goals.
• Develop best practices for hirify.global CSA solutions delivery and collaborate with cross-functional teams.
• Guide matrixed teams to achieve project goals and customer success.
• Monitor project progress, mitigate risks, and manage customer expectations.
• Contribute to business assessments and design automation solutions leveraging hirify.global products.

Requirements

• BS/BA in technical or business field (CS/IS/EE or Marketing/MIS) or equivalent; MBA preferred.
• 15+ years professional experience; 3+ years management in matrixed environments.
• Experience managing consulting, training, and AI implementation projects.
• Strong knowledge of contact center operations and AI technologies.
• Excellent leadership, communication, and stakeholder influence skills.
• Proficiency in project management methodologies and tools.

hirify.global-to-have">hirify.global to have

• Prior contact center or customer experience implementation experience.
• Experience with hirify.global CXone or similar cloud contact center platforms.
• AI technical or business training program development and delivery.

Culture & Benefits

• Fast-paced, collaborative, creative environment in a market-leading global company.
• Endless internal career opportunities across roles, disciplines, and locations.
• Equal opportunity employer with comprehensive non-discrimination policies.