Sr. Director, Delivery Management

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.   Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.   As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.    Job Description: Why This Role Uniphore is at an inflection point. The platform is mature, the market is moving, and enterprise customers are ready to deploy agentic AI at scale but only with a delivery partner who can meet them where they are, not hand them a playbook and walk away. The Regional Delivery Leader for America West is not a project manager with an impressive title. This is the person who defines what great AI delivery looks like in the field, who builds the embedded delivery capability, earns trust at the C-suite, and turns early deployments into long-term platform adoption. If you have built Forward Deployed Engineering teams, lived inside enterprise transformation programs, and understand that it’s a new delivery reality - this role was designed for you. The Role As Regional Delivery Leader, you own delivery success and business performance across America West, one of Uniphore’s four global regions. You are accountable for how the region performs: commercially, operationally, and in terms of customer outcomes. You partner with Sales before the contract is signed and remain the senior delivery authority through go-live and beyond. You build the team, govern the portfolio, and set the standard for how Uniphore delivers, not through oversight alone, but through the credibility you bring into every room. At the center of your delivery model is the Forward Deployed Engineering (FDE) capability: a team of embedded technical and business practitioners who work inside customer environments, accelerating adoption and compressing time-to-value in ways traditional PS models cannot. What You Will Do Build and Lead the FDE Team This is your most important mandate. The FDE model is how Uniphore delivers differentiated, embedded value — and you will build it in the West from the ground up. Hire, develop, and deploy Engineering FDEs, Delivery FDEs, and Industry Value Engineers (IVEs) across regional accounts Define FDE engagement models: embedded on-site, remote retainer, and GSI co-delivery — matched to customer complexity and commercial structure Build FDE playbooks, onboarding frameworks, and skill matrices that scale with the team Manage FDE utilization and ensure billable productivity supports regional margin targets Develop the Deployment Strategist capability within the FDE team: practitioners who combine deep platform fluency with the ability to frame outcomes in business language Own the Sales Partnership Engage as the senior delivery voice in the sales cycle — validating scope, confirming deliverability, and building customer confidence before the ink dries Ensure all services are appropriately structured: FDE resoources, PoV Sprints, and partner co-delivery arrangements Identify delivery risk, dependency, and constraint early Shape commercial constructs that are both winnable for Sales and sustainable for Delivery Drive Customer Outcomes Serve as the delivery executive for key regional accounts throughout the customer lifecycle Lead executive steering committees, program risk reviews, and quarterly business reviews Guide customers from initial deployment through enterprise-scale adoption of the Uniphore platform Build C-level relationships that generate expansion, reference value, and long-term partnership Govern the Regional Portfolio Own delivery margin, and financial accountability across all active and upcoming engagements in the West Drive portfolio-level prioritization, balancing customer commitments, team capacity, and commercial health Proactively monitor program health and intervene in escalated or at-risk situations before they become visible to the customer Implement KPIs for on-time, on-budget delivery, utilization, customer satisfaction, and value realization What Success Looks Like — Year One FDE team is hired, deployed, and operating at target utilization across at least three anchor accounts PoV Sprint model is live and being used as the standard pre-sales engagement in the West Regional delivery margin is on-plan and improving quarter over quarter Two or more customers have expanded from initial deployment to broader platform adoption You are known by name in your customers’ C-suites not as a vendor, but as a transformation partner What We Are Looking For 12+ years in delivery leadership, consulting, or services — with direct experience building and scaling embedded or Forward Deployed Engineering teams Proven track record deploying FDE or technical delivery models in complex enterprise environments, including retainer-based and GSI co-delivery structures P&L ownership experience in a delivery organization — you understand margin, utilization, and the levers that drive both Deep domain fluency in one or more of: BPO/CX, financial services, insurance, healthcare, or telecom Experience leading enterprise AI, data, or platform transformation programs from pilot to production at scale Executive presence that earns credibility in both the sales room and the customer boardroom Hiring Range: $220,000 – $291,000 OT