Director of Professional Services - US

About Cognigy:

Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.

Our skilled #CognigyCrew are the people behind our leading technology and we are now looking for more talented people to join our global team.

Why you’ll love working at Cognigy - Our promise to you

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be enabling customer and employee service that is loved by everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust – always! It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts - Team, Trust, Transparency, Technology.

Requirements

Your new role: Director – Professional Services (US)

Location: Dallas, Texas (Hybrid / Remote)

As the Director of Professional Services in the US, you will lead and empower a high-performing team — combining strategic oversight with hands-on technical involvement to deliver exceptional services, drive customer success, and foster team wellbeing.

Your responsibilities will include:

• Lead and manage a diverse team, including Solutions Architects, Project Managers, and Conversation Designers, providing guidance, mentoring, and support.
• Engage directly with customers to understand their needs, manage expectations, and resolve escalations.
• Collaborate with prospects to define project scope, develop implementation strategies, and present tailored service proposals.
• Drive continuous improvement in implementation processes, delivery methodologies, and client interactions.
• Ensure annual ACV (ARR + One-Time) booking targets are exceeded while maintaining costs within budget.
• Oversee solution design and deployment, ensuring a high rate of billable hours and successful project outcomes.
• Deliver pilot and POC projects, aiming for high conversion rates to long-term projects.
• Conduct professional workshops and technical sessions for partners, ensuring they are equipped and satisfied with the services provided.
• Manage project and team performance, ensuring positive feedback from stakeholders, hitting booking targets, and achieving high customer satisfaction ratings.

Growth Potential:

At Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

About you

Services Delivery Leadership and Management

• Proven ability to lead and manage a high-performing technical team, with a strong track record of delivering high-quality Professional Services to enterprise customers.
• Demonstrates humility, empathy, and a team-first mindset — building trust and inspiring by doing, not just directing.
• Acts as a player-coach, with a willingness to roll up sleeves and directly support technical delivery when needed.
• Knows when to delegate, when to step in, and when to simply listen — always focused on enabling the team to do their best work.
• Creates a psychologically safe, collaborative environment where individuals feel heard, valued, and supported.
• Coaches, supports, and develops team members to grow their skills, confidence, and impact.

Technical Expertise

• Strong understanding of Contact Center technologies, Natural Language Understanding (NLU)/Natural Language Processing (NLP), Machine Learning principles, API integration, and data analysis.
• Comfortable operating in complex technical environments and translating technical requirements into actionable solutions.

Customer Centricity

• Deep commitment to customer success, with the ability to navigate interpersonal and organizational dynamics to deliver value-driven outcomes.
• Experienced in engaging with senior stakeholders and executives, providing confidence and clarity in both strategy and execution.

Communication and Collaboration