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This is where you and your skills come in. We’re currently looking for: a Senior Manager, Professional Services. The Sr. Manager, Professional Services leads a team of Contact Center Delivery Engineers and Engineer Leads responsible for delivering CCaaS implementations to enterprise customers. This role owns delivery quality and consistency across the team's portfolio, develops and enforces standardized delivery methodology, and represents Professional Services in cross-functional planning with Sales, Customer Success, Support, and Product Management.

This is a people-management and program-leadership role: the Sr. Manager is accountable for team performance and development, delivery outcomes across multiple concurrent enterprise engagements, and the maturity of Professional Services' delivery practice as it scales.

Responsibilities:

Team Leadership

• Manage, coach, and develop a team of Delivery Engineers and Engineer Leads delivering CCaaS implementations for North American enterprise customers.

• Own hiring, performance management, and career development for the team, including coaching engineers from early-career through experienced-professional levels.

• Set and monitor individual and team goals aligned to delivery quality, customer satisfaction, and utilization targets.

• Manage shift coverage and workload distribution across the team, ensuring adequate support for North American business hours.

Delivery Standards & Methodology

• Own and evolve a standardized, documented delivery methodology (project plans, requirements templates, testing/sign-off processes) and drive team adherence to it.

• Establish and maintain repeatable delivery assets — code libraries, configuration templates, standard SOWs — to reduce delivery time and variability across engagements.

• Monitor delivery quality across the team's active projects; identify and resolve at-risk engagements before they escalate.

Cross-Functional & Executive Engagement

• Partner with Sales, Customer Success, Support, and Product Management to align on customer commitments, product roadmap, and delivery capacity.

• Represent the delivery team's status, risks, and capacity in PMO-wide reporting for executive stakeholders.

• Escalation point for high-profile or at-risk enterprise engagements within the team's portfolio.

Business & Practice Development

• Contribute to the development of new Professional Services offerings and supporting artifacts (SOW templates, delivery playbooks, best-practice guides).

• Evaluate and champion the use of AI within contact center delivery — both AI-related product capabilities being implemented for customers, and AI tooling to improve the team's own delivery efficiency (e.g., automated documentation, code/config generation, QA).

Qualifications:

Required

• 5+ years leading customer-facing technical teams (Professional Services, Implementation, or Solutions Engineering); prior experience managing managers or senior engineers is a plus.

• 7+ years total experience in Professional Services, technical implementation, or customer-facing delivery roles, including direct project delivery experience.

• Demonstrated experience delivering enterprise-scale implementations (hundreds of sites and/or thousands of users) with high-profile customers.

• Experience owning delivery methodology, standardized reporting, or process improvement within a Professional Services or implementation organization.

• Bachelor's degree or equivalent professional experience.

• Strong written and verbal English communication skills; comfortable presenting to executive stakeholders.

Desired

• Enterprise contact center / CCaaS industry experience with platforms such as NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar.

• PMP, Agile/Scrum, Six Sigma, or ITIL certification.

• Experience developing new Professional Services offerings, SOW templates, or delivery playbooks.

• Familiarity with Customer Experience (CX) and Customer Journey Mapping frameworks.

• Experience with AI-powered contact center capabilities (e.g., conversational IVR/virtual agents, AI-assisted QA, agent-assist, sentiment/intent analytics) and guiding delivery teams through AI-enabled implementations.

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 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 1:1 coaching, perks and discounts program

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $88,000 and $165,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.