Director, CX Technology Delivery

Job Track Description:

Job Description for Director CX Technology Delivery (C09):

Position Overview

The Director CX Technology Delivery plays a pivotal role in enabling business growth and productivity through the delivery and operation of customer experience (CX) technology solutions. This leader is responsible for driving offshore delivery operations supporting services across North America (NAM) Latin America (LATAM) Europe-Middle East-Africa (EMEA) and Asia-Pacific (APAC) ensuring consistent performance in line with organizational goals.

This role will lead cross-functional engineering and delivery teamsincluding Telecom Contact Center as a Service (CCaaS) and Business Intelligence (DW/BI) infrastructure specialistsfocusing on scalable reliable and innovative solutions for enterprise clients. The Director will also spearhead the development of a global Center of Excellence (CoE) in CX and AI technologies.

You will be accountable for translating strategy into execution overseeing the complete software development lifecycle and ensuring high standards of delivery excellence across regions and functions.

Key Responsibilities:

Leadership & Governance

• Partner with executive stakeholders to execute on plans that align with the companys CX and digital transformation goals.
• Establish and lead a global Center of Excellence for CX Technology to foster business growth and operational efficiency.
• Drive global delivery standardization governance and best practices across regional teams.

Delivery Management & Program Oversight

• Oversee end-to-end delivery of IT solutions from design and configuration to deployment maintenance and optimization.
• Ensure delivery excellence and SLAs across multi-region programs managing budgets timelines and quality expectations.
• Manage and mature Agile/DevOps practices within delivery teams for increased velocity and transparency.

Team Leadership & Talent Development

• Lead mentor and grow a high-performing team of IT delivery professionals including delivery and support engineers.
• Build an inclusive and collaborative culture focused on continuous learning performance excellence and innovation.
• Champion workforce planning and skills development in emerging technologies especially CCaaS and AI.

Financial & Operational Management

• Develop and manage departmental budgets forecasts and vendor contracts to optimize value delivery and control costs.
• Monitor and improve KPIs across service delivery project management and customer satisfaction metrics.
• Identify and implement process improvements that enhance efficiency scalability and client experience.

Stakeholder & Customer Engagement

• Act as the primary IT delivery liaison for internal and external stakeholders across all regions.
• Support pre-sales and solutioning activities as a technical advisor in CX-related opportunities.
• Translate business needs into technical delivery plans that align with commercial and operational goals.

Qualifications:

Education & Experience

• Bachelors degree in Information Technology Computer Science Engineering or related field (Masters preferred).
• 15 years of progressive IT leadership experience including at least 3 years in a director or comparable role.
• Proven track record of delivering large-scale multi-region IT solutions in Telecom SaaS Cloud and CX technology environments.
• Experience managing cross-functional global delivery teams and working in matrixed organizational structures.

Technical Expertise

• Strong knowledge of Telecom (Avaya Cisco) CCaaS platforms (e.g. Genesys NICE) and AI/ML technologies applied to customer experience.
• Strong architecture knowledge across cloud (AWS/Azure/Google) DevSecOps infrastructure as code data platforms and integrations.
• Deep understanding of software development system integration cloud architecture and enterprise data platforms.
• Familiarity with ITSM frameworks (e.g. ITIL) Agile methodologies and DevOps practices.

Leadership & Business Acumen

• Demonstrated ability to drive financial performance strategic alignment and operational excellence.
• Skilled at executive-level communication stakeholder influence and team leadership.
• Commercial and industry awareness to make data-driven strategic decisions that support revenue growth and client satisfaction.