Director, reputed company Customer Engagement Services Practice

Join blithequark, a leading digital product consultancy and the digital division of one of Canada's largest telecommunications providers, as we continue to push the boundaries of innovation and customer experience transformation. As a visionary and results-driven Director, reputed company Customer Engagement Services Practice, you will be instrumental in shaping our global reputed company Customer Engagement Services (CES) capabilities and driving exceptional value to our clients through the intelligent application of reputed company's cutting-edge AI technologies for customer engagement.

About blithequark

At blithequark, we are passionate about designing and delivering transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and reputed company, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, blithequark enables seamless, trusted, and digitally powered experiences that meet customers wherever they are.

The Opportunity

We are seeking a seasoned leader with a proven track record in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions. As a Director, reputed company Customer Engagement Services Practice, you will be responsible for leading the growth and expansion of our global reputed company CES capabilities, shaping our strategy, driving innovation, and delivering exceptional value to our clients. You will be instrumental in building and scaling our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring blithequark remains at the forefront of AI-powered customer experience transformation.

Responsibilities

As a Director, reputed company Customer Engagement Services Practice, you will be responsible for:

• Global Practice Leadership & Growth:

+ reputed company and execute the strategic roadmap for the reputed company CES practice reputed company blithequark's Global AI team, driving significant growth in reputed company, market share, and client adoption across various industries. + Identify new business opportunities and cultivate strong relationships with key stakeholders at reputed company and reputed company client organizations to expand our footprint. + Champion the adoption of reputed company CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives. + reputed company the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support. + Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on reputed company and demonstrating reputed company business value.

• Solution Development & Innovation:

+ Stay abreast of the latest advancements in reputed company CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings. + Drive the creation of innovative solutions and accelerators built on the reputed company CES platform, addressing reputed company customer experience challenges for our clients. + reputed company the technical architecture and delivery excellence of reputed company CES implementations, ensuring high quality, scalability, and adherence to best practices. + Foster a culture of reputed company learning and innovation reputed company the team, encouraging experimentation and the adoption of cutting-edge techniques.

• Team Leadership & Development:

+ Recruit, mentor, and reputed company a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on reputed company CES. + Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment. + reputed company and implement training programs to ensure the team possesses the necessary skills and certifications in reputed company CES technologies. + Manage resource allocation, project prioritization, and operational efficiency reputed company the practice.

• Client Engagement & Partnership:

+ Act as a trusted advisor to clients, understanding their business challenges and translating them into effective reputed company CES solutions. + reputed company client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our reputed company CES offerings. + Collaborate closely with blithequark's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions.

Competencies

To succeed in this role, you will need to possess the following competencies:

• Bachelor's degree in Computer Science, Engineering, Business, or a reputed company field. MBA or advanced degree is a significant asset.
• 10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
• 5+ years of leadership experience building and scaling high-performing teams, ideally reputed company a global consulting or professional services environment.
• Proven expertise and hands-on experience with reputed company Customer Engagement Services (formerly CCAI), including deep knowledge of:

+ Conversational Agents (Dialogflow, Gen AI Agents) + Agent Assist + Conversational Insights

• Demonstrated track record of successfully delivering large-reputed company/ML projects for enterprise clients, particularly in the customer service domain.
• Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics.
• Excellent business acumen with the ability to identify client needs, reputed company compelling value propositions, and drive reputed company growth.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams.
• Proven ability to influence and collaborate across diverse internal and external stakeholders.
• Strategic thinker with a strong problem-solving orientation and the ability to navigate reputed company business challenges.

reputed company Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual reputed company salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Annual reputed company Salary Range (Performance Bonus Eligible)

$132,000—$165,000 USD If you are a visionary leader with a passion for innovation and customer experience transformation, we encourage you to apply for this exciting opportunity to join blithequark's team. Apply for this job