Teams at Waterfield Tech

Leads AI and customer experience professional services practices, owning P&L, delivery quality, growth, partner relationships, customer escalations, and technical standards. Oversees CX modernization across CCaaS and UC platforms, including Five9, AI enablement, CRM integrations, migrations, and custom development. Builds and retains technical teams, manages capacity and governance, drives operational metrics, and partners with Sales, Product, and Operations to expand services and improve customer outcomes.

Leads a professional services delivery team executing complex contact center, CCaaS, UC, custom development, and Applied AI implementations. Manages staffing, schedules, budgets, delivery margins, risks, escalations, quality, customer relationships, forecasting, and process improvement. Supports pre-sales scoping and protects project profitability while coaching and developing team members. Oversees go-live activities, reporting, compliance with contracts, and delivery operations across platforms including Dialogflow CX and Microsoft Dynamics 365.

Designs, deploys, administers, and supports Cisco Unified Communications voice, video, collaboration, and Webex Cloud environments for a dedicated enterprise client. Responsibilities include troubleshooting UC clusters, endpoints, VoIP traffic, hardware, and software; monitoring infrastructure; building connectivity tests; leading projects; mentoring engineers; documenting systems; and providing Tier 2 after-hours and on-call support.