Sr. Director, Technical Delivery

Overview of Job Function:

The Sr. Director, Technical Delivery ("Sr. Director") is the senior leader responsible for defining, scaling, and optimizing all technical delivery functions within Verint's Global Services organization. This role provides strategic direction, operational leadership, and technical excellence across Verint's solution portfolio.

The Sr. Director owns the global technical delivery strategy and ensures consistent, high-quality implementation of Verint solutions across onshore and offshore teams. This leader partners closely with Professional Services, Product, Engineering, Sales, and Customer Support to ensure solution readiness, delivery predictability, and measurable customer value.

The Sr. Director is accountable for building a high-performing technical organization, standardizing global delivery frameworks, strengthening security and compliance posture, driving innovation, and enabling operational excellence across all regions.

Principal Duties and Essential Responsibilities:

Strategic Technology Planning & Delivery Leadership

• Develop and execute the global technical delivery strategy across Verint's product suite.

• Lead the global standardization of technical delivery practices, establishing a scalable enterprise-wide operating framework during periods of rapid growth.

• Architect end-to-end runbooks, operational playbooks, and delivery frameworks to enable consistent, repeatable, and scalable execution across all solutions.

• Optimize delivery processes to improve efficiency, quality, predictability, and customer outcomes.

• Design and implement automated quality-assurance systems to enhance reliability and reduce manual effort.

• Partner with Product and Engineering leadership to identify product gaps, influence the roadmap, and ensure alignment with cloud, AI, and automation strategies.

Team Leadership & Global Organizational Development

• Lead, mentor, and scale high-performing technical teams across onshore and offshore locations.

• Drive consistent delivery practices across LATAM, EMEA, APAC, and the Americas through unified workforce and capacity models.

• Build a strong talent pipeline by establishing cross-training programs, SME development paths, and process ownership for all major product lines.

• Guide teams using deep technical expertise in Salesforce, Zendesk, APIs, JavaScript, AWS, and related platforms to craft optimal customer solutions.

• Oversee the creation of enterprise-grade documentation to enhance customer understanding and reduce support demand.

Operational Excellence, Resource Optimization & Execution

• Establish and enforce consistent delivery methodologies, technical standards, and best practices across all solution areas.

• Drive global workforce optimization through advanced resource planning, capacity modeling, and performance management.

• Serve as senior escalation point for complex technical delivery challenges, ensuring rapid resolution of customer-critical issues.

• Ensure global teams are equipped with the right tools, training, procedures, and automation needed for efficient delivery.

• Maintain KPIs, dashboards, and quality frameworks to monitor operational performance and drive continuous improvement.

Budget, Financial Stewardship & Strategic Investment

• Oversee the full technical delivery budget, ensuring responsible financial management and ROI-driven investment decision-making.

• Evaluate major investment opportunities-including cloud services, tools, infrastructure, and large-scale technology initiatives-to balance efficiency with long-term value.

• Drive cost optimization initiatives based on performance data, automation opportunities, and forecast-driven planning.

Data Security, Risk Management & Compliance

• Establish and enforce enterprise-level cybersecurity and data-protection standards across global delivery teams.

• Implement encryption, identity management, and access-control frameworks aligned with GDPR, CCPA, and relevant industry regulations.

• Conduct ongoing compliance monitoring and adapt policies to meet evolving regulatory and customer requirements.

• Champion organization-wide security awareness programs and reinforce secure development and delivery practices.

Innovation Leadership & Emerging Technology Integration

• Evaluate emerging technologies and lead pilots, proofs of concept, and controlled rollouts to validate operational value.

• Foster a culture of experimentation, modern engineering practices, and continuous learning within the delivery organization.

• Align innovation initiatives with corporate goals to accelerate modernization and enhance global delivery performance.

Vendor & Technology Partner Management

• Build and maintain high-value relationships with external vendors, cloud providers, and systems integrators.

• Negotiate contracts and commercial agreements that maximize value, reduce risk, and support operational goals.

• Leverage strategic alliances to accelerate implementations, co-develop new capabilities, and maintain early access to emerging technologies.

Performance Monitoring, Metrics & Continuous Improvement

• Establish enterprise-wide KPIs measuring system performance, delivery quality, user experience, and operational throughput.

• Use data-driven insights to identify improvement opportunities, optimize resource allocation, and guide strategic planning.

• Implement proactive monitoring systems that detect and prevent issues before they impact customer operations.

• Maintain a continuous feedback loop between delivery teams, product owners, executives, and customers to ensure alignment and ongoing improvement.

Minimum Requirements

• Bachelor's degree in Computer Science, Engineering, or related field; or equivalent experience.

• 10+ years of progressive management experience leading technical delivery, engineering, or professional services teams.

• Extensive experience managing global onshore/offshore delivery models.

• Deep technical understanding of IVA, IVR, WFE, DFE, or related customer engagement technologies.

• Proven success delivering enterprise-scale software in complex customer environments.

• Strong leadership presence with the ability to influence across a matrixed organization.

• Excellent communication skills, with the ability to translate complex technical concepts into business-focused language.

• Demonstrated ability to build and retain high-performing technical teams.

• Experience driving operational excellence through process standardization and metrics-driven management.

• Ability to travel up to 20%.

• Successful completion of required background screening (employment verification, criminal search, OFAC, SS Verification, and credit/drug screening where applicable).

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

For US Applicants

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