Waterfield Tech

Role Description The Implementation Consultant plays a pivotal role in ensuring the successful deployment and integration of complex software solutions for clients. This role requires a combination of technical expertise, project management skills, and excellent communication abilities to collaborate with clients, technical teams, and various stakeholders. The Implementation Consultant is responsible for understanding client needs, configuring software solutions, managing project timelines, and providing post-implementation support. Key Responsibilities - Client Engagement: - Work closely with clients to understand their business requirements, processes, and goals. - Conduct thorough needs analysis to determine the optimal configuration and customization of software solutions. - Establish strong relationships with key client stakeholders and become a trusted advisor throughout the implementation process. - Solution Configuration: - Translate client requirements into technical specifications and configure the software solution accordingly. - Customize and tailor the software to meet specific client needs while adhering to best practices and maintaining system integrity. - Collaborate with development teams if additional customization or integration is required. - Technical Expertise: - Possess in-depth knowledge of the software solution being implemented, including its functionalities, technical architecture, and integration capabilities. - Troubleshoot technical issues, identify root causes, and implement effective solutions. - Provide technical guidance to clients and internal teams on best practices and recommended workflows. - Training and Support: - Conduct training sessions for client end-users, administrators, and other relevant stakeholders to ensure successful adoption of the software. - Provide ongoing support to clients during and after implementation, addressing questions, concerns, and resolving technical issues. - Quality Assurance: - Perform thorough testing of the configured solution to ensure it meets client requirements and functions as intended. - Document and maintain test plans, test cases, and outcomes. - Validate data integrity and accuracy during the implementation process. - Documentation: - Create comprehensive documentation, including user manuals, configuration guides, and technical specifications. - Maintain accurate records of project-related activities, decisions, and communication. - Continuous Improvement: - Stay updated on industry trends, software updates, and emerging technologies related to the solution being implemented. - Identify opportunities for process improvement and share insights to enhance implementation methodologies. Qualifications - Experience in a relevant field (e.g., Computer Science, Information Technology, Business Management). - Previous experience in software implementation, consulting, or related roles. - Strong time management skills with the ability to handle multiple projects simultaneously. - Excellent problem-solving abilities and technical troubleshooting skills. - Proficiency in relevant software tools and programming languages may be required depending on the specific solution being implemented. - Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and internal teams. - Attention to detail, organization, and commitment to delivering high-quality results. - Adaptability and willingness to travel if required for client engagements. Physical Requirements - Sitting: Ability to be able to sit for long periods of time. - Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.

Role Description As a Senior Software Engineer I, you will play a crucial role in designing, developing, and maintaining our complex software solutions. You will collaborate with cross-functional teams to create robust and scalable applications that meet the needs of our customers and contribute to the overall success of the company. Key Responsibilities - Software Development: - Take a lead role in the design, architecture, and implementation of software solutions that align with business objectives and technical requirements. - Write clean, efficient, and maintainable code using best practices and coding standards. - Develop new features, modules, and components while enhancing existing ones to improve performance, scalability, and user experience. - Collaborate with product managers, designers, and other developers to understand user requirements and translate them into technical specifications. - Technical Leadership: - Provide technical guidance and mentorship to junior engineers, offering insights into coding best practices, design principles, and problem-solving strategies. - Participate in code reviews, providing constructive feedback and ensuring code quality and consistency across the team. - Stay up to date with industry trends, emerging technologies, and software development best practices. Apply this knowledge to drive continuous improvement within the team. - System Architecture: - Contribute to the design and architecture of software systems, making decisions that balance performance, scalability, maintainability, and security. - Collaborate with architects to ensure that the software aligns with the overall system architecture and long-term technical vision. - Problem Solving: - Diagnose and resolve complex technical issues and software defects. Debug and optimize code for performance and reliability. - Propose innovative solutions to challenges and roadblocks, considering both short-term fixes and long-term improvements. - Collaboration and Communication: - Collaborate effectively with cross-functional teams including product managers, designers, quality assurance, and other engineers to deliver high-quality software products. - Clearly communicate technical concepts, decisions, and progress to both technical and non-technical stakeholders. - Continuous Improvement: - Participate in the refinement of development processes, coding standards, and engineering best practices to foster a culture of continuous improvement and excellence. - Contribute to the adoption of new tools, technologies, and methodologies that can enhance the efficiency and effectiveness of the development process. Qualifications - 5 years of professional software development experience, with a proven track record of designing and delivering complex software systems. - Proficiency in programming languages such as Java, Python, C++, or similar languages. - Strong understanding of software architecture, design patterns, and best practices. - Experience with modern software development methodologies, including Agile and DevOps. - Knowledge of web technologies, APIs, databases, and cloud services (e.g., AWS, Azure, Google Cloud). - Excellent problem-solving skills, with the ability to analyze and troubleshoot complex technical issues. - Strong communication and interpersonal skills, with the ability to collaborate effectively within a team and across departments. - Leadership skills with the ability to guide and mentor junior engineers. - A passion for staying updated with emerging technologies and a desire to continuously learn and improve. Physical Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. - Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices. - Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals. - Hearing: Normal or corrected hearing to communicate with colleagues or customers. - Agility: Agile and able to work in tight spaces such as server rooms, data centers or other. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting-edge Applied AI. The results are happier customers, enhanced insights, and lower costs. We value our people—their diversity, their dedication, and their commitment to customer satisfaction.

Role Description The Product Marketing Intern reports to the Director of Product Marketing and will create the marketing collateral, website content, and social media that help the world understand what Waterfield does and why it matters. You will use AI tools like Claude, Midjourney, Adobe Firefly, and Canva AI alongside your own design talent to produce work that would normally take a team twice this size. The expectation is that AI is woven into your daily workflow, not something you pull up for special occasions. This is a fully remote, contract position with real potential to convert to full-time. Work from wherever you do your best thinking. We care about what you produce, not where you sit when you produce it. You will own your deliverables from concept to final production, collaborate directly with marketing leadership, and see your work go live in front of enterprise buyers. If you are early in your career and want to build a portfolio in one of the fastest-moving spaces in tech, this is a rare chance to do meaningful work, with real tools, at a company that is genuinely changing how it operates. Key Responsibilities - Design product marketing collateral: one-pagers, case study layouts, battle cards, and sales enablement materials that help our sales team win. - Create and update website visuals: landing page graphics, blog images, product imagery, and hero images that make complex technology feel approachable. - Run social media across LinkedIn and other channels. Draft posts, design assets, schedule content, and track what is working so you can do more of it. - Use AI throughout your creative process to move faster without cutting corners. Generate drafts, explore visual concepts, iterate on layouts, then bring your own eye to get it right. - Support product launches and campaigns with graphics, email templates, and promotional materials. - Be the person who keeps everything on-brand across every touchpoint. - Coordinate with the product marketing team on timelines, content calendars, and creative reviews. Qualifications - Currently pursuing or recently completed a degree in Marketing, Graphic Design, Visual Communications, Digital Media, or a related field. - A design portfolio that shows range and taste. We want to see the thinking behind your work, not just the finished product. Link or PDF required with your application. - Strong visual design fundamentals: composition, typography, color, layout. AI can generate options all day long, but you are the one who has to know which option is actually good and make it better. - Proficiency in Adobe Creative Suite (Illustrator, Photoshop, InDesign), Figma, or Canva. - Real, daily experience using AI for creative work. You should be able to walk us through your workflow and tell us where AI helps, where it falls short, and what you have figured out that most people have not. - Strong writing skills for social copy, short-form marketing content, and briefs. AI can draft, but the best stuff still needs a human touch in the edit. - Self-direction. You manage your own time, flag issues early, and deliver without someone checking in every day. Remote work only works if you do. Preferred Qualifications - Familiarity with B2B technology marketing, SaaS, or the contact center and CX industry. - Experience with a CMS (WordPress, Webflow, or HubSpot) and social scheduling tools. - Video editing for short-form social content (CapCut, Premiere Pro, or After Effects). - Comfort reading engagement data and adjusting your approach based on what it tells you. - Motion graphics or animation skills. - Genuine curiosity about how AI is reshaping creative work and knowledge work more broadly. You do not need to be an expert, but we want people who are paying attention and forming their own point of view. Physical Requirements - Ability to sit for extended periods of time. - Normal or corrected vision and hearing to work with others via video conference. Company Description Waterfield Tech helps companies plan, deploy, and run the Customer Experience (CX) stack and operation as one system – combining tech and talent with shared KPI accountability so customer outcomes and economics improve together. We value our people—their diversity, their dedication, and their commitment to client satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Role Description We are looking for a senior developer to join our Conversational AI Design & Delivery team as a core technical contributor. You will work in collaboration with our technical lead to design, develop, test, and deliver conversational AI solutions for customers. This is not a support role. We need someone who can operate as a technical pillar on the team: autonomous, reliable, and strong enough to carry delivery workstreams independently while collaborating closely with technical leadership. - Design, develop, test, and deliver conversational AI solutions (chatbots, voicebots, IVR systems) for customer and internal projects - Take ownership of delivery workstreams end-to-end, from technical design through deployment - Collaborate with cross-functional teams — project managers, conversational designers, QA — across the full project lifecycle - Work directly with customers throughout project delivery, including technical discussions and demos - Apply disciplined software engineering practices, fully leveraging agentic coding tools (e.g. Claude Code, Codex) to maximize quality and velocity Qualifications - 6+ years of hands-on software development experience - Proficiency across multiple programming languages, with 4+ years using Python or TypeScript - Experience with cloud platforms (GCP, AWS, or Azure) - Demonstrated ability to work autonomously and carry technical delivery with minimal supervision - Experience with disciplined engineering practices: version control, code review, CI/CD, automated testing - Strong communication skills — comfortable interacting with customers, presenting technical work, and collaborating across disciplines Requirements - Team player — collaborative, willing to pitch in where needed - Creative problem solver — brings ideas, not just execution - Organized and dependable — manages multiple workstreams without dropping balls - Curious and adaptable — eager to learn new platforms and technologies - Comfortable with ambiguity — can navigate evolving requirements and new problem domains NICE TO HAVE - Experience in delivering solutions for customer service / contact center (CCaaS) environments - Exposure to NLU or speech technologies (e.g. speech recognition, speech synthesis) - Experience working in a consulting or professional services delivery model - Experience with Google Dialogflow, Amazon Lex, or similar conversational AI platforms Physical Requirements - Ability to sit for extended periods - Ability to lift or carry objects up to 10 lbs. - Frequent use of computer, telephone and standard office equipment. Waterfield Tech is proud to be an equal opportunity employer. Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

Role Description The Client Partner (CP) owns the commercial performance and strategic relationship for a portfolio of WFX customers. CPs are accountable for renewal execution and expansion growth by leading outcome-based customer conversations and orchestrating internal resources (CSM, Advisory/Pre-Sales, Delivery Owner, Deal Desk). The CP is the quarterback of the account team and ensures the right specialists engage at the right time with a single, consistent customer narrative. Qualifications - Demonstrated success managing and growing complex customer portfolios (enterprise or upper mid-market) - Strong executive presence, negotiation skills, and multi-stakeholder deal leadership - Comfort selling blended solutions: advisory, implementation, managed services, AI-enabled CX improvement - High operational rigor (forecasting, CRM discipline, play execution) - Ability to lead cross-functional teams without formal authority Requirements - Renewals closed on time with minimal surprises and controlled concessions - Expansion growth driven by account planning and repeatable plays - Executive-level trust and multi-threading across key stakeholders - Forecast integrity (renewal + expansion) leadership can rely on - Internal orchestration that reduces friction and accelerates customer decisions Benefits - Ability to sit for extended periods - Ability to lift or carry objects up to 10 lbs. - Frequent use of computer, telephone and standard office equipment - Ability to travel for client meetings, training or installations Company Description Waterfield Tech is proud to be an equal opportunity employer. Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

Role Description The VP of Sales will be responsible for developing and executing strategic sales plans, driving revenue growth, and building and managing a high-performing sales team. This role requires a dynamic leader with a proven track record in sales strategy, team management, and achieving ambitious targets. Key Responsibilities - Sales Strategy and Planning: - Develop and implement comprehensive sales strategies aligned with the company's overall goals and objectives. - Analyze market trends, customer needs, and competitive landscape to identify new opportunities and refine the sales approach. - Set sales targets and quotas in collaboration with senior management. - Forecast annual, quarterly, and monthly sales revenue and adjust strategies as needed to achieve targets. - Team Leadership and Management: - Recruit, train, develop, and mentor a high-performing sales team. - Set clear performance expectations, provide regular feedback, and conduct performance evaluations. - Foster a collaborative and motivated sales culture that encourages teamwork, innovation, and continuous improvement. - Implement effective sales training programs to ensure the team is equipped with the necessary skills and knowledge. - Business Development: - Identify potential new markets, customers, and business opportunities to expand the company's customer base. - Build and maintain strong relationships with key clients, partners, and stakeholders. - Lead the negotiation of major contracts and partnerships to maximize revenue generation and market presence. - Sales Operations and Execution: - Develop and manage the sales pipeline, ensuring consistent and timely follow-up on leads and opportunities. - Monitor sales performance metrics, analyze results, and provide strategic recommendations for improvement. - Work closely with marketing and product teams to align sales strategies with product offerings and customer needs. - Drive the development and implementation of effective sales processes and tools. - Revenue Growth and Performance: - Drive revenue growth through strategic sales initiatives, upselling, and cross-selling. - Meet or exceed sales targets, revenue goals, and profitability objectives. - Monitor industry trends and competitive dynamics to seize opportunities and mitigate challenges. - Sales Reporting and Analysis: - Generate regular reports on sales performance, pipeline, and forecasts for presentation to senior management. - Provide insights and recommendations based on data analysis to drive informed decision-making. Qualifications - Proven experience as a Vice President of Sales or in a similar senior sales leadership role. - Strong track record of consistently meeting or exceeding sales targets and revenue goals. - Excellent strategic planning, negotiation, and communication skills. - Demonstrated ability to build and lead successful sales teams. - In-depth knowledge of sales methodologies, CRM systems, and sales analytics. - Strong understanding of market dynamics and competitive landscape. - Exceptional leadership, problem-solving, and decision-making abilities. - Proficiency in using sales software and tools. Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. - Travel: Ability to travel 25-40% of the time. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs. Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Role Description The Service Desk Supervisor will play a crucial role in ensuring the smooth and efficient operation of our service department, overseeing the delivery of exceptional customer service, supervising a team of service technicians, and optimizing processes to enhance customer satisfaction and business growth. The ideal candidate should possess strong leadership skills, excellent communication abilities, and a deep understanding of service operations. Key Responsibilities - Team Leadership: - Supervise and mentor a team of service desk technicians and support staff. - Foster a positive and collaborative work environment, encouraging teamwork, growth, and professional development within the team. - Provide constructive feedback and implement training programs to enhance team skills and expertise. - Ensure adequate staffing levels and manage scheduling to meet service demands effectively. - Customer Service Excellence: - Oversee the delivery of high-quality customer service by the service team, ensuring that customer expectations are consistently met or exceeded. - Address and resolve customer concerns and complaints promptly, demonstrating a commitment to customer satisfaction. - Establish and maintain strong relationships with customers, addressing their needs and providing solutions to enhance their overall experience. - Service Operations Management: - Help to streamline workflows and improve efficiency while maintaining quality standards. - Monitor and analyze service performance metrics, such as response times, resolution rates, and customer feedback, to identify areas for improvement. - Collaborate with leaders to ensure smooth coordination of service activities, such as inventory management, parts ordering, and scheduling. - Technical Expertise: - Maintain a solid understanding of the products and services offered, staying updated on industry trends and technological advancements. - Provide technical guidance and support to service technicians, assisting in complex troubleshooting and problem-solving. - Budget and Resource Management: - Identify resource requirements, including tools, equipment, and personnel, to support service activities and business growth. - Compliance and Safety: - Ensure compliance with all relevant industry regulations, safety standards, and company policies. - Ensure the team is following safety protocols and provide training to ensure a safe working environment for service technicians and customers. - Reporting and Documentation: - Maintain accurate and up-to-date records of service activities, including maintenance logs, service reports, and customer interactions. - Generate regular reports on service performance, presenting insights and recommendations to senior management. - Continuous Improvement: - Proactively identify opportunities for process improvements, customer service enhancements, and cost-saving measures. - Drive initiatives to implement best practices and innovative solutions to elevate the overall service department performance. Qualifications - Proven experience in service or a related role. - Strong leadership and team management skills, with the ability to inspire and motivate a diverse team. - Excellent communication, interpersonal, and conflict resolution abilities. - Customer-focused mindset with a commitment to delivering exceptional service. - Analytical and problem-solving skills to address operational challenges and implement effective solutions. - Proficiency in using service management software and tools. - Technical knowledge in the relevant industry or product line is preferred. - Strong organizational skills and attention to detail. - Ability to adapt to changing priorities and work in a fast-paced environment. - Familiarity with resource allocation. - Knowledge of safety regulations and compliance standards. - Strong business acumen and strategic thinking. Physical Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs. Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction. We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.

Role Description As a Senior Technical Support Engineer, you will play a critical role in providing advanced technical assistance to our customers and internal teams, ensuring the seamless operation and resolution of complex technical issues. The ideal candidate should possess exceptional troubleshooting abilities, a deep understanding of our products and services, and a passion for delivering exceptional customer experiences. Key Responsibilities - Advanced Technical Assistance: Provide expert-level technical support to customers, addressing complex technical issues that cannot be resolved by lower-tier support teams. Utilize in-depth product knowledge and problem-solving skills to diagnose and troubleshoot intricate issues across hardware, software, and networking components. - Issue Resolution: Collaborate with cross-functional teams, including software developers, product managers, and quality assurance, to identify root causes of complex technical problems. Lead efforts to design and implement effective solutions, working within defined service level agreements (SLAs) to ensure timely resolution. - Customer Interaction: Interact directly with customers via various communication channels (phone, email, chat, and remote sessions). Act as a point of escalation for challenging technical problems, guiding customers through the troubleshooting process, providing clear and concise instructions, and effectively managing expectations. - Documentation: Create and maintain detailed documentation of complex technical issues, solutions, and troubleshooting steps. Contribute to the knowledge base to enhance self-service resources for both customers and the support team. - Mentorship and Training: Provide guidance and mentorship to junior members of the technical support team. Conduct training sessions to elevate the team's technical expertise and problem-solving skills. - Continuous Improvement: Identify trends and patterns in customer issues to proactively improve products and services. Collaborate with other teams to provide feedback on product enhancements and suggest improvements based on customer feedback. - Escalation Management: Manage and prioritize escalated cases, liaising with higher-level support, engineering, and management teams to expedite issue resolution and maintain customer satisfaction. - Technical Expertise: Stay current with the latest industry trends, technologies, and best practices related to the products and services being supported. Maintain expertise in relevant areas to provide accurate and up-to-date guidance to customers. - Collaboration: Work closely with cross-functional teams to ensure seamless communication and cooperation, contributing to the overall success of the organization's technical support initiatives. Qualifications - 5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role. - Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components. - In-depth knowledge of the products and services offered, including their architecture and integration points. - Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences. - Demonstrated experience in mentoring and training junior support engineers. - Experience with CRM and ticketing systems for case management. - Customer-centric mindset with a commitment to delivering exceptional customer experiences. - Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously. - Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus. Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. - Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices. - Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals. - Hearing: Normal or corrected hearing to communicate with colleagues or customers. - Agility: Agile and able to work in tight spaces such as server rooms, data centers or other. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting-edge Applied AI. The results are happier customers, enhanced insights, and lower costs. We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other and understand the value of hard work and the importance of a healthy balance.

Role Description Waterfield Tech is seeking an experienced Senior Project Manager to lead the delivery of complex AWS Amazon Connect implementations and modernization projects in support of a commercial Waterfield Tech customer whose work is tied to a U.S. Federal Government program. This individual is the senior delivery owner for the engagement — managing scope, schedule, financials, and risk through the full project lifecycle while operating within the additional governance and security expectations that accompany federal-tied delivery. The Senior Project Manager has the authority to run the project on a day-to-day basis, partners closely with other Waterfield teams and customer stakeholders, and serves as the central point of accountability for delivering best-in-class customer service. Because of the federal nexus of this engagement, the successful candidate must be eligible to obtain a U.S. Government security clearance; an existing active Secret clearance is strongly preferred. Key Responsibilities - Manage a portfolio of complex, multi-workstream projects spanning customer experience, contact center, unified communications, Applied AI, and cloud migration engagements; own the full project lifecycle including scope, schedule, resource planning, budget, risk, change, and stakeholder communication. - Review proposal material, SOWs, and executed contracts to determine scope; request resources from matrixed support organizations; ensure contractual compliance with all RFP and SOW terms while delivering best-in-class customer service. - Partner with sales, solution consulting, and pre-sales engineering on opportunity scoping, level-of-effort estimation, and Statement of Work development for new and in-flight customer expansions. - Lead go-live event planning, production change management, and Day 1 post-launch incident support; lead transition to Day 2 support per Waterfield Tech standards. - Build and motivate cross-functional project teams; serve as the central point of contact between technical teams, customer stakeholders, vendors and subcontractors, and Waterfield Tech leadership. - Establish and maintain client relationships, manage expectations of project sponsors, and manage external vendor relationships including SOWs, deliverable acceptance, and invoice validation. - Provide coaching, mentorship, and on-the-job training to junior project managers, project coordinators, and team members. - Identify, assess, and mitigate risks and issues; manage project change requests through formal change control with impact analysis, approvals, and downstream communication. - Lead AI enablement capabilities — including virtual agents, agent assist, real-time analytics, and AI-powered self-service. - Apply AI-powered solutions to project delivery itself — including automated status reporting, predictive risk analysis, meeting summarization, action-item tracking, and automated documentation — within the security and compliance constraints of the federal-tied environment. - Adhere to stage-gate quality and control guidelines and Waterfield Tech project management standards, including booking, time entry, and project operations within Microsoft Dynamics 365 / Project Operations. - Provide status reporting on milestones, deliverables, dependencies, risks, and issues to leadership and stakeholders; deliver progress reports, dashboards, and steering committee updates. - Track and report customer-outcome metrics at the project level — including CSAT, NPS, on-time delivery, schedule variance, and cost variance — and surface trends and corrective actions to PMO leadership. - Conduct lessons-learned sessions upon project closure, produce after-action reports, and contribute to PMO process improvement and continuous-improvement initiatives. - Continue professional development to keep abreast of emerging technologies, methods, and best practices; perform other duties as assigned by leadership. Qualifications - Bachelor's Degree from an accredited college or university required; Master's Degree a plus. Emphasis in Project Management, Information Technology, or Business Leadership preferred. Equivalent work experience will be considered. - Prior experience as a Technical Project Manager at a manufacturer or vendor business partner (e.g., Avaya, Cisco, Genesys, Five9, Zoom, Microsoft, an AWS Partner Network member, or similar) delivering customer-facing projects on behalf of the partner. Internal/end-customer-only PM experience is not equivalent for this role. - 8+ years of experience managing complex technical projects, including tracking and planning. - 4-7 years of related experience in a project management or delivery leadership role. - 5+ years of experience working with business stakeholders within a cross-functional matrix environment. - 1+ years of experience gathering and documenting requirements directly with the client or business. - Extensive understanding of project and program management principles, methods, and techniques (Waterfall, Agile, Hybrid). - Demonstrated experience leading multi-vendor delivery and integration projects across customer engagement, telephony, and cloud platforms. - Demonstrated experience leading legacy-to-cloud migrations and platform transitions for enterprise customers. - Active Certified ScrumMaster (CSM) certification. Equivalent Agile certifications (PMI-ACP, SAFe Scrum Master, PSM I/II) will be considered. - Demonstrated hands-on Agile delivery experience leading Scrum or Kanban teams through sprint planning, daily standups, sprint reviews, and retrospectives, including running ceremonies, managing the backlog, and partnering with a Product Owner. Hybrid Agile/Waterfall delivery experience also expected, given the federal-tied delivery context. Technical Project Experience - AWS Amazon Connect implementations and migrations, including contact-flow design, routing profiles, queues, hours of operation, and agent experience configuration. - Migrations from legacy on-premises or other cloud contact center platforms to other contact center providers, including dual-running cutover plans, number porting, IVR/IVA translation, and reporting reconciliation. - Delivery within environments that have heightened security, compliance, and access-control requirements. Certifications - PMP certification required (or equivalent recognized certification such as PRINCE2 Practitioner or PgMP). - Agile / Scrum certifications a plus (CSM, PMI-ACP, SAFe). - ITIL certification recommended. - Change management certification a plus (e.g., Prosci ADKAR). Technical Proficiency - Intermediate to advanced proficiency with MS Project (or Smartsheet), Word, Excel, Visio, PowerPoint, and SharePoint. - Experience with Microsoft Dynamics 365 / Project Operations for booking, time entry, and project operations. - Experience with AI-powered project management tools and platforms (e.g., Microsoft Copilot, ChatGPT, Claude, AI-enhanced PPM tools). - Familiarity with modern project portfolio management and collaboration platforms. Soft Skills - Self-motivated leader with strong diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations. - Excellent attention to detail with a proven ability to adapt to shifting priorities, competing demands, and timelines through analytical and problem-solving capabilities. - Ability to execute many complex tasks and projects simultaneously, working effectively as a team member and independently. - Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence. - Outstanding oral and written communication skills across all organizational levels, including executive audiences. - Demonstrated ability to align diverse stakeholders and resolve cross-functional tensions constructively. - Adaptable and innovative; thrives in environments of rapid change and ambiguity. Additional Qualifications – U.S. Federal-Tied Engagement - U.S. Citizenship is required. - Must be eligible to obtain and maintain a U.S. Government security clearance (minimum Secret). - An active U.S. Government Secret clearance is strongly preferred. - Willingness to comply with customer- and program-specific personnel security, background investigation, and access-control requirements. Physical Requirements - Ability to sit for extended periods (up to 80% of the time). - Ability to lift or carry objects up to 10 lbs. - Frequent use of computer, telephone and standard office equipment. - Ability to travel occasionally for client meetings, training or installations. Position Information - Position Status: Full time - Location: Remote Benefits - Comprehensive package including medical, dental, vision, LTD, life, AD&D, 401(k), Paid time off, sick time, holidays and more. Waterfield Tech is proud to be an equal opportunity employer. Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

Role Description Waterfield Tech is seeking an experienced Senior Project Manager to lead the delivery of complex customer experience and contact center modernization programs across a portfolio of cloud platforms, multi-vendor integrations, and AI-driven capabilities. This individual is the senior delivery owner for assigned engagements — guiding customers through the transition from legacy environments to modern, AI-enabled customer engagement solutions while managing scope, schedule, financials, and risk through the full project lifecycle. The Senior Project Manager has the authority to run the project on a day-to-day basis, partners closely with technical and customer stakeholders, and serves as the central point of accountability for delivering best-in-class customer service. This role is a critical leader on multi-vendor, integration-heavy engagements, including AI enablement projects that bring conversational AI, agent assist, and analytics into production alongside core contact center and unified communications platforms. Key Responsibilities - Manage a portfolio of complex, multi-workstream projects spanning customer experience, contact center, unified communications, Applied AI, and cloud migration engagements; own the full project lifecycle including scope, schedule, resource planning, budget, risk, change, and stakeholder communication. - Review proposal material, SOWs, and executed contracts to determine scope; request resources from matrixed support organizations; ensure contractual compliance with all RFP and SOW terms while delivering best-in-class customer service. - Partner with sales, solution consulting, and pre-sales engineering on opportunity scoping, level-of-effort estimation, and Statement of Work development for new and in-flight customer expansions. - Lead go-live event planning, production change management, and Day 1 post-launch incident support; lead transition to Day 2 support per Waterfield Tech standards. - Build and motivate cross-functional project teams; serve as the central point of contact between technical teams, customer stakeholders, vendors and subcontractors, and Waterfield Tech leadership. - Establish and maintain client relationships, manage expectations of project sponsors, and manage external vendor relationships including SOWs, deliverable acceptance, and invoice validation. - Identify, assess, and mitigate risks and issues; manage project change requests through formal change control with impact analysis, approvals, and downstream communication. - Lead AI enablement projects end to end — from discovery and use-case definition through production cutover and post-go-live tuning — including conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service. - Apply AI-powered solutions to project delivery itself, including automated status reporting, predictive risk analysis, intelligent meeting summarization, action-item tracking, and automated documentation generation. - Adhere to stage-gate quality and control guidelines and Waterfield Tech project management standards, including booking, time entry, and project operations within Microsoft Dynamics 365 / Project Operations. - Provide status reporting on milestones, deliverables, dependencies, risks, and issues to leadership and stakeholders; deliver progress reports, dashboards, and steering committee updates. - Track and report customer-outcome metrics at the project level — including CSAT, NPS, on-time delivery, schedule variance, and cost variance — and surface trends and corrective actions to PMO leadership. - Conduct lessons-learned sessions upon project closure, produce after-action reports, and contribute to PMO process improvement and continuous improvement initiatives. - Provide coaching, mentorship, and on-the-job training to junior project managers, project coordinators, and team members. - Continue professional development to keep abreast of emerging technologies, methods, and best practices; perform other duties as assigned by leadership. Qualifications - Bachelor's Degree from an accredited college or university required; Master's Degree a plus. Emphasis in Project Management, Information Technology, or Business Leadership preferred. Equivalent work experience will be considered. - Prior experience as a Technical Project Manager at a manufacturer or vendor business partner (e.g., Avaya, Cisco, Genesys, Five9, Zoom, Microsoft, an AWS Partner Network member, or similar) delivering customer-facing projects on behalf of the partner. Internal/end-customer-only PM experience is not equivalent for this role. - 8+ years of experience managing complex technical projects, including tracking and planning. - 4-7 years of related experience in a project management or delivery leadership role. - 5+ years of experience working with business stakeholders within a cross-functional matrix environment. - 1+ years of experience gathering and documenting requirements directly with the client or business. - Extensive understanding of project and program management principles, methods, and techniques (Waterfall, Agile, Hybrid). - Demonstrated experience leading multi-vendor delivery and integration projects across customer engagement, telephony, and cloud platforms. - Demonstrated experience leading legacy-to-cloud migrations and platform transitions for enterprise customers. Requirements - AI enablement projects, including conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service. - Five9 contact center implementations and migrations (inbound, outbound, blended, WEM). - Genesys Cloud CX implementations and migrations from legacy Genesys Engage / PureConnect or other ACD platforms. - Cisco Webex Contact Center implementations and migrations, including Webex Calling deployments and Webex Connect / digital channel rollouts. - Avaya Cloud Office (ACO) implementations and migrations from Avaya Aura / IP Office to ACO. - Avaya Aura Communication Manager (CM) v8 implementations and upgrades through CM v10.2, including experience with Avaya peripheral products and contact center applications such as Proactive Outreach Manager (POM), Customer Browser Adapter (CBA), post-call survey, and Avaya Experience Portal (AEP). - Zoom Contact Center and Zoom Phone deployments, including integrations with Zoom Workplace. - Multi-vendor / multi-platform delivery, including projects that combine two or more of the above with CRM, WFM, QA, and analytics integrations. - Legacy-to-cloud migration delivery, including dual-running cutover plans, number porting, contact-flow translation, and reporting reconciliation. Certifications - PMP certification required (or equivalent recognized certification such as PRINCE2 Practitioner or PgMP). - Agile / Scrum certifications a plus (CSM, PMI-ACP, SAFe). - ITIL certification recommended. - Change management certification a plus (e.g., Prosci ADKAR). Technical Proficiency - Intermediate to advanced proficiency with MS Project (or Smartsheet), Word, Excel, Visio, PowerPoint, and SharePoint. - Experience with Microsoft Dynamics 365 / Project Operations for booking, time entry, and project operations. - Experience with AI-powered project management tools and platforms (e.g., Microsoft Copilot, ChatGPT, Claude, AI-enhanced PPM tools). - Familiarity with modern project portfolio management and collaboration platforms. Soft Skills - Self-motivated leader with strong diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations. - Excellent attention to detail with a proven ability to adapt to shifting priorities, competing demands, and timelines through analytical and problem-solving capabilities. - Ability to execute many complex tasks and projects simultaneously, working effectively as a team member and independently. - Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence. - Outstanding oral and written communication skills across all organizational levels, including executive audiences. - Demonstrated ability to align diverse stakeholders and resolve cross-functional tensions constructively. - Adaptable and innovative; thrives in environments of rapid change and ambiguity. Physical Requirements - Ability to sit for extended periods (up to 80% of the time). - Ability to lift or carry objects up to 10 lbs. - Frequent use of computer, telephone and standard office equipment. - Ability to travel occasionally for client meetings, training or installations. Position Information - Position Status: Full time - Location: Remote Benefits - Comprehensive package including medical, dental, vision, LTD, life, AD&D, 401(k), Paid time off, sick time, holidays and more. Company Description Waterfield Tech is proud to be an equal opportunity employer. Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.