Full-Time Practice Director, Customer Experience

The Practice Director sets the strategy and direction for the Customer Experience team. Focused on driving excellence and profitability while enhancing the client’s experience. You will work with sales and market lead teams to create and deliver solutions that provide value to customers.

• Drive revenue and margin targets: Maximize team potential, drive project profitability, and meet sales goals.
• Own the Customer Experience practice vision: Bring new solutions to market combining Contact Center, CX/UX, and user-focused design.
• Drive solution maturity: Evaluate solutions, vendors, and partners.
• Strategic Alignment: Ensure solutions align with the client marketplace and company goals.
• Provide Leadership: Drive technical and consulting skills development.

• Develop and retain a high-performing staff.
• Create an environment that brings out the best in your teams.
• Train and mentor team to understand client challenges.
• Ensure HR policies are adhered to.
• Manage performance through mentoring, coaching, and reviews.
• Serve as a role model for service delivery.

• Drive accountability of high client service standards.
• Ensure best practices are followed.
• Oversee staffing meetings.
• Manage contractors with respect to revenue targets.
• Act as a point of escalation for staffing and service delivery issues.
• Track project portfolio issues/risks.
• Report monthly on practice project overages.

• Drive business development by participating in the sales process.
• Partner with Account Executives and Technical Architects to drive business.
• Maintain relationships with client leadership.
• Develop new practice offerings.

• Develop quality customer deliverable documentation.
• Participate in pre-sales activities and proposal development.
• Support sales efforts through education and customer relationship management.

• Strong consulting background in Omnichannel Contact Center and Customer Experience initiatives.
• Credible leader capable of leading conversations at the Director Level.
• Builds relationships and brings value as a trusted advisor.
• Excellent communication skills.
• Accountable and dedicated to a job well done.
• Strong business acumen.
• Willing to travel.

• Experience with CCaaS solutions (Cisco Webex, NICE CXOne, or Five9 preferred).
• Cisco Unified Contact Center Enterprise (UCCE, CVP, VXML, ICM, CUSP) a plus.
• Integration with third-party elements such as CRM, EMR, service desk.
• Understanding of contact center agent workflow optimization.
• Call Recording, Quality Management, and Workforce Management.
• Leverage emerging AI/ML technologies for optimization.
• Understanding of compliance requirements.
• Experience building customer and user experience (CX/UX) interfaces.
• Experience with Contact Center metrics and reporting.
• Understanding of call flow and caller experience.
• Java, VB, or Python Scripting.
• Experience with design methodologies.

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