Report

Contact Center as a Service (CCaaS) Practice Leader

Salary

$92k - $202k

Min Experience

15 years

Location

United States

JobType

full-time

About the job

Info This job is sourced from a job board

Overview

About the role

Perficient is seeking a Contact Center as a Service Practice Leader to build, grow, and lead our modern customer care consulting business. This is a senior, customer‑facing leadership role for an executive who can shape strategy, sell outcomes, and run a business—not an operational or back‑office position.

The ideal candidate is a proven practice leader with deep expertise in AI‑enabled contact centers, a modern point of view on customer care transformation, and the ability to clearly articulate business value to executive stakeholders. This role owns the full practice, including P&L responsibility, go‑to‑market strategy, client relationships, and people leadership, while working closely with partners and internal teams to drive growth.

Travel for this role is expected to be 25–35%, primarily on the East Coast, with some national travel as needed.

Perficient is the global AI-first consultancy. Our team of strategists, designers, technologists, and engineers partners with the world’s most innovative enterprises and admired brands to deliver real business results through the transformative power of AI. As part of our AI-First strategy, we empower every employee to build AI fluency and actively engage with AI tools to drive innovation and efficiency. We break boundaries, obsess over outcomes, and shape the future for our clients. Join a company where bold ideas and brilliant minds converge to redefine what’s possible—while building a career filled with growth, balance, and purpose.

Responsibilities

As the Contact Center as a Service Practice Leader, you will own and operate the customer care business end‑to‑end, including full P\&L accountability, revenue growth, margin performance, and financial forecasting. You will define and execute the go‑to‑market strategy for Perficient’s Contact Center as a Service offering, focusing on selling consulting and managed services, not software licenses.

You will act as a trusted executive advisor to clients, leading customer‑facing conversations around AI‑powered contact center transformation, modern call center architectures, and business outcomes such as improved CX, agent productivity, and cost optimization. You will help customers understand and realize the business value of Perficient’s approach, translating complex technologies into clear, outcome‑driven narratives.

This role requires building, mentoring, and scaling a high‑performing team across sales, pre‑sales, delivery, and partner enablement. You will serve as the executive sponsor for strategic accounts, leading workshops, visioning sessions, and C‑level discussions, while ensuring delivery excellence and long‑term client success.

You will also develop and manage strategic technology and channel partnerships, working closely with partner sales organizations to co‑sell, create joint offerings, and drive pipeline. In collaboration with internal stakeholders across sales, marketing, finance, HR, and legal, you will operationalize growth plans, define pricing and packaging, and establish hiring and investment strategies.

Technology & Solution Leadership

You will provide thought leadership and oversight across modern contact center platforms and AI‑driven customer care solutions, including Twilio, Salesforce Service Cloud, Five9, Genesys, and related technologies. A strong understanding of AI for call centers—such as intelligent routing, conversational AI, agent assist, analytics, and automation—is essential. You will guide the development of solution IP, accelerators, and repeatable offerings that increase velocity, consistency, and time‑to‑value for clients.

Qualifications

15+ years of experience leading customer care, contact center, or CX practices, with a demonstrated track record of year‑over‑year revenue growth
Prior experience owning P&L, including budgets, forecasts, and financial targets
Strong customer‑facing leadership skills, with experience leading executive‑level client engagements and large‑scale transformation initiatives
Deep business and technical understanding of modern contact center platforms (Twilio, Salesforce Service Cloud, Five9, Genesys)
Proven ability to sell services and outcomes, not software
Experience working closely with partner ecosystems and partner sales organizations
Demonstrated success building and scaling teams across consulting, delivery, and sales roles
Willingness to travel 25–35%, primarily on the East Coast

Preferred Experience

Consulting background with a global systems integrator or professional services firm
Experience developing packaged offerings, accelerators, or proprietary IP
Hands‑on exposure to AI‑driven contact center capabilities and transformation initiatives

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $92,118 to $202,730. Please note that the salary range posted reflects the base salary only and does not include benefits or any variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

Applications will be accepted until the position is filled or the posting is removed.

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

Disability Accommodations:

Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.

Company

Perficient is the global AI-first consultancy. Our team of strategists, designers, technologists, and engineers partners with the world’s most innovative enterprises and admired brands to deliver real business results through the transformative power of AI. As part of our AI-First strategy, we empower every employee to build AI fluency and actively engage with AI tools to drive innovation and efficiency. We break boundaries, obsess over outcomes, and shape the future for our clients. Join a company where bold ideas and brilliant minds converge to redefine what’s possible - while building a career filled with growth, balance, and purpose.

About the company

Perficient, Inc. is a global digital consultancy company based in St. Louis, Missouri. The company's efforts include enterprise mobile applications, creative services, marketing, digital strategy, Internet of Things, information technology, management consulting, custom development, and platform implementations.

Skills

Twilio

Salesforce Service Cloud

Five9

Genesys

AI platforms