Senior Director - Customer Experience Technology - CPaaS, API & GenAI - Remote USA

Senior Director Analyst - Customer Experience Technology – CPaaS, API & GenAI

North America

Company Description

What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the world’s leading research and advisory company, achieving consistent double-digit growth by steering clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development — as well as unlimited growth opportunities. If you like working with a curious, supportive, high-performing team, Gartner is the place for you.

What makes Gartner Research a GREAT fit for you?

• You are a team player who values expert insights, bold ideas and intellectual courage.
• You are always learning and looking to discover what’s next in technology.
• You pursue personal excellence through team collaboration and consensus.
• You love to shape ideas and business-related recommendations to solve clients’ biggest challenges.

If this describes you, Gartner is looking for you! Gartner is an upbeat culture based on collaboration, teamwork, integrity and objectivity that values creativity and innovation. As a Gartner analyst, you’ll not only help clients solve complex challenges and deliver on key initiatives, you’ll grow your career and the scope of your impact across industries. We work hard — and we reward success with exceptional opportunity.

What you’ll do:

This analyst creates thought leading research around the world. They publish original research, speak with clients directly, present at global events and deliver client engagements virtually and in person. This position requires you to be a life-long learner with the versatility to quickly adjust to rapidly changing trends around software engineering. It is critical to have deep experience leading CSPs and technology vendors to deliver cutting-edge innovations in such areas as cloud, digital transformation, customer experience, and AI.

As a Gartner analyst, you will deliver thought-leading research that equips (CSPs) communication service providers, telcos, tech vendors, and hyperscalers to position their teams for maximum success.  You will also advise enterprises on how to evaluate, purchase, and run these solutions. 

You will use your experience in customer experience, customer support, CPaaS solutions and the nascent field of GenAI. You will deliver Gartner clients actionable advice on how to shift their teams’ culture, practices and technology to support cloud-native “API First” development of digital products and platforms that drive their business success. 

You will meet with clients every day: on the phone, in video-conference meetings, from the stage at a Gartner event, or face-to-face during an on-site engagement.  In every client interaction, analysts help clients solve difficult (organizational and technical) challenges that lead to better business performance.

To support these conversations you will research markets, practices and trends, and produce research for Gartner clients to apply to their mission critical priorities:

• Conduct research and analysis to uncover digital product development best practices.
• Deliver high-quality actionable advice through a variety of media.
• Write provocative and pragmatic research that clear and actionable.
• Lead and contribute to cutting edge forecasts in such areas as customer support, contact centers, AI, CPaaS and digital service delivery and related cloud architectures.
• Create and deliver presentations for webinars, onsite engagements and Gartner conferences.
• Track vendors, market trends and emerging practices to remain ahead of the curve within these areas, and adjacent spaces (e.g. digital transformation, culture change, and quality practices).
• Promote Gartner’s industry leadership reputation by handling press inquiries
• Deliver outstanding sales support in order to retain and grow the Gartner business

What you’ll need:

It helps to be obsessed with digital product design and development! Gartner analysts are viewed as THE experts.  You need to know your markets, vendors, trends, team practices, etc. and be able to see the forest and the trees.  Most Gartner analysts have many years of hands-on experience and enjoy solving complex problems for the world’s biggest companies. You’ll need:

• Preferably the candidate will possess experience in the CPaaS market, which includes such vendors as Twilio, Infobip, Sinch, and Vonage (Ericsson). Identify API-enabled use cases, value added services, and partnerships that can help CPaa