Resourcive: CX Practice Lead

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 developme...