Professional Services Director

Professional Services Director – Senior leadership role focused on strategic and operational leadership of technical delivery teams across Contact Center services.

Responsibilities

• Provide strategic direction and build service offerings within the global Contact Center portfolio; support growth strategy for Professional Services.
• Lead, build and develop high‑performing teams: hire, retain, delegate and transform talent to meet delivery goals.
• Oversee operational aspects of service delivery, including PSA implementation, training, and productivity metrics.
• Deliver expert technical guidance across UCaaS, CCaaS, IVR, email & API integration, call‑flow design, analytics and workforce management.
• Act as escalation point for critical customer issues, ensuring superior client service and CSAT/NPS focus.
• Manage budgeting, revenue, margin, billable utilization, and P&L responsibilities for the Professional Services unit.