Position Overview

The CX Practice Lead is a key role within Resourcive's Engagement Team, responsible for the development, growth, and execution of our CX and Contact Center practice. This individual will lead client engagements focused on Contact Center as a Service (CCaaS), AI-powered customer interactions, workforce optimization, omnichannel strategy, and advanced analytics. The ideal candidate will possess deep expertise in contact center operations and technology, strong relationships with technology leaders, and the ability to translate business needs into actionable CX transformation strategies.

As the practice scales, the CX Practice Lead will drive revenue growth while building and managing a delivery team, ensuring Resourcive remains at the forefront of CX and Contact Center transformation.

Success in this role requires strong communication skills, deep technical knowledge of contact center solutions, the ability to collaborate effectively with both clients and internal team members, and the capability to work closely with suppliers to understand their offerings and how they fit client needs.

Key Responsibilities

Client Advisory & Engagement

• Serve as a trusted advisor to technology and operations leaders (CIOs, CTOs, COOs, VPs of Customer Experience, and Contact Center Directors).
• Lead clients through the Resourcive consulting process, from initial assessment to implementation, ensuring business outcomes are met.
• Conduct technical and financial analysis of CX solutions, helping clients optimize vendor selection and achieve cost efficiencies.
• Facilitate executive-level presentations and workshops on CX transformation strategies.

CX & Contact Center Technology Expertise

• Guide clients in assessing, selecting, and implementing leading CCaaS platforms (e.g., Five9, NICE CXone, Genesys, Talkdesk, AWS Connect).
• Advise on the integration of AI-driven customer experience solutions, such as AI chatbots, virtual agents, sentiment analysis, and predictive analytics.
• Establish and maintain strategic partnerships with CCaaS, AI, WFM, and analytics vendors.
• Provide expertise on omnichannel engagement strategies, self-service automation, workforce engagement, and customer journey optimization.

Revenue and Pipeline Growth

• Work closely with Business Development and Sales Teams to grow the CX pipeline and develop new revenue streams.
• Identify upsell and cross-sell opportunities within client engagements.
• Partner with marketing to position Resourcive as a thought leader in the CX and contact center technology space.

Execution & Solution Delivery

• Collaborate with vendors, internal consultants, and implementation teams to ensure smooth project execution.
• Oversee solution design, deployment, and change management for CX initiatives.
• Provide ongoing strategic guidance post-implementation to drive adoption and long-term success.
• Lead the development of best practices, frameworks, and methodologies for CX engagements, ensuring alignment with industry trends and evolving client needs.

Hours: Monday to Friday 8: 30 to 5: 30* depending on travel. Team operates generally on Eastern Time.

Preferred Experience

At least one of the following:

• 10+ years of experience in CX, contact center operations, or technology consulting.
• Extensive knowledge of CCaaS platforms, AI-driven CX solutions, omnichannel engagement, and customer analytics.
• Experience leading C-level discussions around CX transformation and contact center technology modernization.
• Proven track record in developing and growing a consulting practice within CX, contact centers, or AI-driven customer service solutions.

Skills and Expertise:

• Deep understanding of CX and contact center technology trends.
• Strong executive communication and presentation skills.
• Expertise in financial modeling, ROI analysis, and vendor negotiations.
• Experience with enterprise-level technology sourcing, procurement, and implementation.
• Ability to translate business challenges into technology-driven CX solutions.
• Consultative selling and strategic advisory experience.

Compensation:

Base Range: $110, 000 - $140, 000 and total compensation range $200, 000 - $250, 000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer.

For non-sales roles and sales roles with a variable component, total compensation reflects both a base salary and variable targets .

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

Resourcive/ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F