Director, CCaaS

Willowtree, LLC

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United States

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Salary

💰 $158,000 - $198,000 per year

Job Level

Lead

About the role

  • Own P&L responsibility for the Zendesk practice, including revenue growth, margin optimization, and resource utilization
  • Develop and execute a practice strategy aligned with company objectives and market opportunities
  • Build scalable delivery frameworks, methodologies, and accelerators for Zendesk implementations, particularly for AI-powered Contact Center, and own AI outcomes across the Zendesk Resolution Platform.
  • Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content
  • Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Zendesk capabilities
  • Lead complex, strategic Zendesk engagements with enterprise clients, serving as a trusted advisor to C-suite executives

Requirements

  • 10+ years of experience in contact center technology, with 5+ years focused on Zendesk platform implementations
  • 5+ years in practice leadership, business unit management, or P&L ownership within professional services or consulting
  • Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation
  • Hands-on experience with Zendesk AI/Resolution Platform (AI Agents, Knowledge Graph) and Zendesk WEM/QA (Tymeshift, Klaus) is a plus.
  • Strong understanding of contact center operations, workforce optimization, AI/automation, and omnichannel customer experience
  • Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement.
Benefits
  • Healthcare benefits - Medical, Vision, Dental
  • 401K matching
  • Employee Share Purchase Plan
  • Competitive PTO Policy
  • Employee Assistance Program (EAP)
  • Life & Disability Insurance
  • And more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
P&L managementZendesk platform implementationsCCaaS transformationAI-powered Contact Centerworkforce optimizationomnichannel customer experiencerevenue growthmargin optimizationbusiness unit managementpractice leadership
Soft skills
strategic thinkingleadershipinnovationtrusted advisorcollaborationcommunicationproblem-solvingclient engagementcontent creationmarket strategy