About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
• Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
• Gold Stevie Award Winner for Great Employers in 2024 and 2022
• We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Stories
Job Summary
🚀 Join the Future of Digital Transformation in CX!
At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions.
As a Professional Services Delivery lead, you lead and manage a team of Professional Services and secure the successful delivery for our clients. Your focus will be the North American or EMEA region, but it will involve leading teams across different time zones.
The Professional Services team is composed of different profiles, such as project managers, conversational designers, IT analysts, among others, and works on various solutions like Conversational AI (Cognigy and AI Agent Foundry), Zendesk, Genesys, Stonly, etc.
You will be responsible for managing the team that will be directly working on the projects, from setup to ongoing maintenance, and ensuring that the tasks are delivered with the expected quality, performance, and timeline.
Primary Job Responsibilities
Customer and Stakeholder Engagement:
Maintaining a close relationship with Account Managers, ensuring they participate in the project and lead certain matters directly with the client, such as change order requests. Your role will involve overseeing the projects through the Project Managers and guiding them to achieve the expected results.
Project Planning and Risk Management:
Leading the team to make sure they will evaluate project risks, establish preventive action plans, manage project priorities, deadlines, and budgets, and lead project team to ensure alignment. Contact the Practice Expert team in all the planned phases and points of opportunities, working very close with the Practice Expert Director.
Team Coordination and Resource Management:
Manage team allocation within the projects, timesheet control to make sure the hours used are aligned with the hired scope, productivity, assist team members, detect team development opportunities and mobilize internal and external resources effectively.
Documentation and Performance Monitoring:
Ensure all project documentation is up to date, and track project timelines and costs. Coach team members on software delivery practices. The Delivery team should monitor performance and KPIs to ensure project success, identify opportunities for improvement, provide data insights, and create reports.
Financial Control:
The Professional Services Delivery Director will collaborate with the Market VP to build the annual budget, control the costs associated with each project, ensure that the hours spent by the project team align with the agreed scope by reviewing timesheets, and make sure the project remains financially healthy.
Required Skills and Experience
- Experience in technical Team and Project Management—with a proven track record of delivering multi-national medium/ large-scale SaaS solutions with minimum 5-years of experience.
- Strong expertise in delivery & change management, especially in CCaaS (Genesys / CX-One) software delivery supporting customer experience touchpoints.
- Solid financial and budget reporting skills, with previous experience in assigning team time and costs to accounts for invoicing.
- Excellent communication and interpersonal skills—able to run and manage meetings, client or internal
- Strong organizational skills, especially in fast-paced environments, with the ability to manage multiple projects effectively.
- Fluent in written and spoken English (C1 level minimum).
Nice to have:
- Proficiency in Knowledge Base (Stonly), chatbot/voicebot AI, conversational AI, machine translation, Cognigy and Interaction Analytics.
- Proficiency in Portuguese, Spanish, German, French or any other EU language.
- Good command of communication software including Jira, Confluence, Smartsheet, and the Microsoft Office Suite: PowerPoint, Excel, PowerBI, etc.
We offer:
- Competitive compensation package
- Excellent learning and development opportunities (AI, technology, evolving BPO landscape)
- Growth opportunities within an expanding team
- Fully remote working available
- Working alongside a team of high-caliber and dynamic leaders
- Excellent work-life balance culture
