Senior Director - Customer Experience Technology - CPaaS, API & GenAI - Remote USA
Company: Gartner
Location: Austin
Posted on: April 26, 2024
Job Description:
Senior Director Analyst - Customer Experience Technology -
CPaaS, API & GenAINorth AmericaCompany DescriptionWhat 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 businessWhat 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 CPaaS vendors improve
their competitive position and expand revenue (both wholesale and
retail) . This includes CPaaS solutions in messaging, voice,
ecommerce, payments, and campaign marketing.
- Deep understanding of a broad range of CPaaS vendors, their
various capabilities (messaging, voice, ecommerce, payments, etc.),
API ecosystems (SDKs, visual builders, and developer support) and
wholesale and enterprise opportunities
- Subject matter expertise, with demonstrated knowledge of the
customer support market and use cases within the scope of
enterprise customer experience. This includes voice and digital
customer support, contact centers, GenAI, digital channels, API
marketplaces, and SaaS cloud providers (such as AWS, Azure, GCP).
Candidates preferably have some experience working with the major
platforms from such vendors as Amazon, Genesys, Sprinklr, Glia,
Five9s, Nice CXone, etc.
- Ability to lead and contribute to technology forecasts. The
emphasis will be the introduction of new technology (customer
support, cloud, digital channels, CPaaS and GenAI) along with the
phasing out of legacy technology (on-prem infrastructure). Must
account for impact of economy, cloud pricing, and benefits of the
innovation.
- Skilled in helping vendors build and prioritize product
roadmaps. This includes roadmap recommendations for both large and
emerging vendors, considering their current position, limitations,
culture, and capital budget.
- Ability to collaborate with colleagues that cover application
architecture and integration, customer experience and design,
product management, as well as with industry-specific analysts,
such as healthcare and financial services.
- Demonstrated analytical skills, applying conceptual models and
recognizing patterns to draw and defend conclusions.
- Strong business acumen is required for this position.
- Excellent communication skills. Experience in writing and
speaking is an advantage.
- Minimum of 8 years of experience (combined) across product
management, technology forecasting, GenAI, and customer support.
Breadth is a plus.
- Bachelor's or equivalent experience, preferably Computer
Science or a related field; a graduate degree is a plus.
- Ability to conduct occasional travel, regionally and
globally.Equality Statement The policy of Gartner is to provide
equal employment opportunities to all applicants and employees
without regard to race, color, caste, creed, religion, sex, sexual
orientation, gender identity or expression, marital status,
citizenship status, age, national origin, ancestry, disability, or
any other characteristic protected by applicable law. Gartner
affirmatively seeks to advance the principles of equal employment
opportunity and values diversity and inclusion.Gartner is an Equal
Opportunity Employer and offers opportunities to all job seekers,
including job seekers with disabilities. If you are a qualified
applicant with a disability and unable to or limited in your
ability to use or access the Gartner's career webpage as a result
of your disability, you may request reasonable accommodations by
calling Human Resources at +1203-964-0096 or by sending an email
toGartner believes in fair and equitable pay. A reasonable estimate
of the base salary range for this role is 150,000 USD - 190,000
USD. Please note that actual salaries may vary within the range, or
be above or below the range, based on factors including, but not
limited to, education, training, experience, professional
achievement, business need, and location. In addition to base
salary, employees will participate in either an annual bonus plan
based on company and individual performance, or a role-based,
uncapped sales incentive plan. Our talent acquisition team will
provide the specific opportunity on our bonus or incentive programs
to eligible candidates. We also offer market leading benefit
programs including generous PTO, a 401k match up to $7,200 per
year, the opportunity to purchase company stock at a discount, and
more.The policy of Gartner is to provide equal employment
opportunities to all applicants and employees without regard to
race, color, creed, religion, sex, sexual orientation, gender
identity, marital status, citizenship status, age, national origin,
ancestry, disability, veteran status, or any other legally
protected status and to affirmatively seek to advance the
principles of equal employment opportunity.Gartner is committed to
being an Equal Opportunity Employer and offers opportunities to all
job seekers, including job seekers with disabilities. If you are a
qualified individual with a disability or a disabled veteran, you
may request a reasonable accommodation if you are unable or limited
in your ability to use or access the Company's career webpage as a
result of your disability. You may request reasonable
accommodations by calling Human Resources at 203-964-0096 or by
sending an email to.Who are we?At Gartner, Inc. (NYSE: IT), we
deliver actionable, objective insight that drives smarter decisions
and stronger performance on an organization's mission-critical
priorities. We've grown exponentially since our founding in 1979
and we're proud to have over 19,500 associates globally that
support over 15,000 client enterprises in more than 100
countries.What makes Gartner a great place to work?Our teams are
composed of individuals from different geographies, cultures,
religions, ethnicities, races, genders, sexual orientations,
abilities and generations. We believe that a diversity of
experiences makes us stronger-as individuals, as communities and as
an organization. That's why we're recognized worldwide as a great
place to work year after year. We've been recognized by Fortune as
one of the World's Most Admired Companies, named a Best Place to
Work for LGBTQ Equality by the Human Rights Campaign Corporate
Equality Index and a Best Place to Work for Disability Inclusion by
the Disability Equality Index. Looking for a place to turn your big
ideas into reality? Join #LifeAtGartner What we offer:Our people
are our most valuable asset, so we invest in them from Day 1. When
you join our team, you'll have access to a vast array of benefits
to help you live your life well. These resources are designed to
support your physical, financial and emotional well-being. We
encourage continued personal and professional growth through
ongoing learning and development opportunities. Our employee
resource groups, charity match and volunteer programs keep you
connected to your internal Gartner community and causes that matter
to you.Gartner believes in fair and equitable pay. A reasonable
estimate of the base salary range for this role is 150,000 USD -
190,000 USD. Please note that actual salaries may vary within the
range, or be above or below the range, based on factors including,
but not limited to, education, training, experience, professional
achievement, business need, and location. In addition to base
salary, employees will participate in either an annual bonus plan
based on company and individual performance, or a role-based,
uncapped sales incentive plan. Our talent acquisition team will
provide the specific opportunity on our bonus or incentive programs
to eligible candidates. We also offer market leading benefit
programs including generous PTO, a 401k match up to $7,200 per
year, the opportunity to purchase company stock at a discount, and
more.The policy of Gartner is to provide equal employment
opportunities to all applicants and employees without regard to
race, color, creed, religion, sex, sexual orientation, gender
identity, marital status, citizenship status, age, national origin,
ancestry, disability, veteran status, or any other legally
protected status and to affirmatively seek to advance the
principles of equal employment opportunity.Gartner is committed to
being an Equal Opportunity Employer and offers opportunities to all
job seekers, including job seekers with disabilities. If you are a
qualified individual with a disability or a disabled veteran, you
may request a reasonable accommodation if you are unable or limited
in your ability to use or access the Company's career webpage as a
result of your disability. You may request reasonable
accommodations by calling Human Resources at +1 (203) 964-0096 or
by sending an email toApplicantAccommodations@gartner.com.Job
Requisition ID:87692By submitting your information and application,
you confirm that you have read and agree to the country or regional
recruitment notice linked below applicable to your place of
residence.Gartner Applicant Privacy Link: For efficient navigation
through the application, please only use the back button within the
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Keywords: Gartner, Austin , Senior Director - Customer Experience Technology - CPaaS, API & GenAI - Remote USA, IT / Software / Systems , Austin, Texas
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