Perficient · 2 days ago
Contact Center as a Service (CCaaS) Practice Leader
555 Maryville University Drive, Ste 600, Saint Louis, MO, 63141, US
Full-time
Onsite
Director/Executive
$92K/yr - $203K/yr
15+ years expPerficient is the global AI-first consultancy seeking a Contact Center as a Service Practice Leader to build, grow, and lead their modern customer care consulting business. This senior leadership role focuses on shaping strategy, selling outcomes, and managing client relationships while ensuring delivery excellence and long-term client success.
ConsultingInformation TechnologyInternetMarketing
Responsibilities
Own and operate the customer care business end-to-end, including full P&L accountability, revenue growth, margin performance, and financial forecasting
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
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
Help customers understand and realize the business value of Perficient’s approach, translating complex technologies into clear, outcome-driven narratives
Build, mentor, and scale a high-performing team across sales, pre-sales, delivery, and partner enablement
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
Develop and manage strategic technology and channel partnerships, working closely with partner sales organizations to co-sell, create joint offerings, and drive pipeline
Collaborate with internal stakeholders across sales, marketing, finance, HR, and legal to operationalize growth plans, define pricing and packaging, and establish hiring and investment strategies
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
Guide the development of solution IP, accelerators, and repeatable offerings that increase velocity, consistency, and time-to-value for clients
Qualification
Required
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
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
Company
Perficient
Perficient is an IT consulting firm that helps companies adapt their systems to third party software products that use internet.
5001-10000 employees
H1B Sponsorship
Perficient has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (154)
2024 (147)
2023 (156)
2022 (196)
2021 (175)
2020 (223)
Funding
Current Stage
Public CompanyTotal Funding
$65.3M2024-05-05Acquired
2024-01-17Post Ipo Equity· $4.44M
2022-10-17Post Ipo Equity· $5.18M
Leadership Team
Hari Madamalla
Vice President
Alex Harris
Conversion Rate Optimization (CRO) Director
Recent News
2025-11-10
Dallas Innovates
2025-10-11
Company data provided by crunchbase