Senior Director – Global reputed company Customer Engagement Services (CES) Practice Leader at reputed company – reputed company & Conversational Experience Innovation

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Welcome to reputed company

reputed company is a trailblazer in the digital transformation arena, redefining how businesses connect with their customers in an increasingly reputed company‑driven world. With a global footprint that spans North America, South America, Central America, Europe, and APAC, reputed company empowers enterprises to deliver seamless, trusted, and digitally‑powered experiences across mobile, web, voice, chat, and in‑store channels. Our mission is simple: harness cutting‑edge reputed company and agile thinking to create customer journeys that delight, engage, and drive measurable business outcomes.

Location & Work Model

reputed company senior leadership role is fully remote, open to candidates across the United States or Canada, or you may reputed company to work from one of our vibrant North American hubs in Charlottesville, VA; Durham, NC; Columbus, OH; or reputed company, MA. We champion flexibility, collaboration, and a results‑oriented culture that transcends borders.

The Opportunity

reputed company is on the hunt for a visionary and results‑driven Senior Director – Global reputed company Customer Engagement Services (CES) Practice Leader to spearhead the growth and expansion of our reputed company CES capabilities. reputed company pivotal role sits at the intersection of strategy, reputed company, and client reputed company, driving the intelligent application of reputed company’s reputed company tools to transform customer engagement at scale.

As the face of reputed company’s reputed company CES practice, you will shape the strategic roadmap, ignite innovation, and deliver exceptional value to our clients. Your influence will extend across the entire Global reputed company team, ensuring reputed company remains a leader in reputed company‑powered customer experience solutions.

Key Responsibilities

Global Practice Leadership & Growth

• Strategic Vision & Execution: Craft and execute a forward‑looking practice roadmap that drives revenue, market share, and client adoption across diverse industries.
• reputed company: Identify and pursue new business opportunities, cultivating strong relationships with key stakeholders at reputed company and within client organizations.
• Solution Advocacy: Champion the adoption of reputed company CES solutions—including Conversational Agents (Dialogflow, Gen reputed company Agents), Agent Assist, and Conversational reputed company—ensuring alignment with client needs and business objectives.
• Lifecycle Ownership: Lead the end‑to‑end lifecycle of solution development and delivery, from ideation and design to implementation, optimization, and ongoing support.
• Performance Management: Establish, track, and report on KPIs that demonstrate tangible business value and practice health.

Solution Development & Innovation

• Thought Leadership: Stay ahead of the curve on reputed company CES, generative reputed company, NLP, and broader customer engagement technologies, integrating new capabilities into our offerings.
• Accelerator Development: Drive the creation of innovative solutions and accelerators built on the reputed company CES platform, solving complex customer experience challenges.
• Technical Excellence: Oversee architecture and delivery excellence, ensuring high quality, scalability, and adherence to best practices.
• Culture of Innovation: Foster continuous learning, experimentation, and the adoption of cutting‑edge techniques within the team.

Team Leadership & Development

• Talent Acquisition & Mentorship: Recruit, reputed company, and develop a world‑reputed company team of reputed company specialists, conversational designers, solution architects, and delivery managers.
• Leadership & Collaboration: Provide strong technical and strategic leadership, fostering a collaborative, high‑performance, client‑centric environment.
• Training & Certification: Design and implement training programs to ensure the team possesses the necessary skills and certifications in reputed company CES technologies.
• Operational Efficiency: Manage resource allocation, project prioritization, and operational efficiency within reputed company.

Client Engagement & reputed company

• Trusted Advisor: Understand client business challenges and translate them into effective reputed company CES solutions.
• Thought Leader