Position Summary

The Director, IT Delivery & Solutions is a senior technology leadership role responsible for defining, shaping, and overseeing the delivery of technology solutions that enable customer support center operations.

Reporting directly to the VP of Technology Delivery, this role provides strategic and technical leadership across the full technology lifecycle—from opportunity development and solution architecture through implementation, deployment, operational transition, and continuous improvement.

The Director serves as a senior technology advisor to customers and internal stakeholders, translating business and operational requirements into scalable, secure, and commercially viable technology solutions. The role has significant involvement in bidding, solution development, and customer pursuits, working closely with Sales, Operations, Finance, and other technology leaders to develop solutions that meet customer requirements while aligning with the organization's strategic and financial objectives.

The successful candidate will balance strategic leadership with strong technical depth, providing the vision and governance necessary to ensure technology solutions are appropriately designed, effectively delivered, and positioned for long-term operational success.

Technology Strategy & Leadership

• Provide strategic technology leadership for customer support center solutions and related IT capabilities.
• Establish technology strategies, standards, and architectural principles that support the organization's customer support center business.
• Partner with the VP of Technology Delivery to develop and execute the broader technology delivery strategy.
• Define scalable and repeatable approaches for designing, implementing, and supporting customer technology environments.
• Evaluate emerging technologies and industry trends and determine their applicability to the organization's customer support operations and service offerings.
• Establish technology roadmaps that balance customer requirements, business objectives, innovation, risk, and cost.
• Provide executive-level technical guidance and recommendations to senior leadership.
• Champion technology modernization, automation, integration, scalability, and operational efficiency.

Solution Architecture & Technical Ownership

• Own the development and governance of end-to-end technology architectures for customer support center environments.
• Translate complex customer business requirements into comprehensive technology strategies and solution architectures.
• Provide architectural oversight across applications, infrastructure, cloud, networking, cybersecurity, integrations, data, and operational technologies.
• Ensure proposed solutions are scalable, secure, resilient, supportable, and commercially viable.
• Establish and maintain architectural standards, patterns, and technology selection criteria.
• Lead technology evaluations and make recommendations regarding platforms, vendors, products, and strategic technology partnerships.
• Identify architectural risks, technical dependencies, integration challenges, and opportunities for innovation.
• Ensure solutions are designed with the complete lifecycle in mind, including implementation, support, maintenance, scalability, and eventual replacement or modernization.

Business Development, Bids & Solution Development

• Serve as the senior technology leader for major customer pursuits, RFPs, RFQs, and other business development opportunities.
• Partner with Sales and business leadership to understand customer objectives and develop differentiated technology solutions.
• Lead the technical strategy and architecture for complex bids and customer opportunities.
• Translate customer requirements into solution concepts, architectures, implementation approaches, technology roadmaps, and delivery models.
• Provide executive-level technical participation in customer presentations, solution workshops, demonstrations, and negotiations.
• Establish technical assumptions, dependencies, scope boundaries, and solution risks associated with proposed solutions.
• Provide technical input into pricing, licensing, resource requirements, implementation costs, timelines, and total cost of ownership.
• Challenge proposed approaches when necessary to ensure solutions are technically sound, commercially viable, and deliverable.
• Establish a clear transition from the pursuit/bid phase into implementation and delivery.
• Develop reusable solution architectures, reference designs, and proposal content to improve the efficiency and consistency of future pursuits.

Technology Delivery Oversight

• Provide executive oversight of major technology implementations and customer deployments.
• Ensure approved solutions are delivered in accordance with architectural intent, contractual commitments, quality standards, and business objectives.
• Establish delivery governance, technical milestones, acceptance criteria, and escalation processes for complex implementations.
• Provide direction to project, engineering, architecture, infrastructure, application, and vendor teams involved in delivery.
• Monitor delivery health, technical risks, dependencies, resource requirements, and critical decisions.
• Intervene on significant technical or delivery issues and drive appropriate resolution.
• Ensure effective management of scope changes, technical debt, risks, and architectural deviations.
• Ensure implementations achieve operational readiness prior to production deployment.
• Oversee go-live, stabilization, and transition to ongoing operational support for significant customer environments.

Customer & Executive Relationship Management

• Serve as a senior technology executive and trusted advisor to key customers.
• Develop strong relationships with customer executives, technology leaders, and operational stakeholders.
• Lead executive-level technology discussions regarding architecture, strategy, delivery, risks, and future capabilities.
• Translate complex technical concepts into clear business implications and recommendations.
• Establish credibility with customers through a strong understanding of their business, operating model, and technology environment.
• Proactively identify opportunities to improve customer outcomes through technology.
• Support account growth and customer retention through effective technology strategy and delivery leadership.

Organizational & Team Leadership

• Provide leadership and direction to technology delivery teams supporting customer support center solutions.
• Establish expectations for technical excellence, accountability, collaboration, and customer service.
• Develop and mentor senior technical leaders, architects, engineers, and delivery professionals.
• Help define organizational capabilities, staffing models, and resource requirements needed to support growth.
• Build a culture of ownership, continuous improvement, and disciplined technology delivery.
• Identify skills gaps and develop strategies for recruiting, training, and retaining critical technology talent.
• Foster effective collaboration between Technology, Operations, Sales, Finance, Security, and other corporate functions.
• Establish repeatable processes and governance that allow the organization to scale delivery without compromising quality.

Governance, Risk & Compliance

• Establish technology governance practices for major customer implementations and strategic technology initiatives.
• Ensure solutions comply with applicable security, privacy, regulatory, contractual, and organizational requirements.
• Partner with cybersecurity, infrastructure, and enterprise technology leadership to manage technology risk.
• Establish appropriate standards for security, resiliency, disaster recovery, business continuity, and operational support.
• Provide executive visibility into material technology risks and remediation strategies.
• Ensure architectural and technology decisions are appropriately documented and governed.

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline; advanced degree preferred.
• 10+ years of progressive experience in technology delivery, solution architecture, IT leadership, or related disciplines.
• Demonstrated experience leading complex enterprise technology implementations and customer-facing technology programs.
• Significant experience designing and delivering technology solutions for customer support centers, contact centers, customer experience environments, or similar operational environments.
• Demonstrated experience leading technical solution development for RFPs, RFQs, bids, proposals, and major customer pursuits.
• Strong experience with enterprise architecture, systems integration, cloud technologies, applications, infrastructure, networking, cybersecurity, and data.
• Experience managing or providing leadership across multidisciplinary technology teams.
• Experience working directly with senior executives and customer leadership.
• Demonstrated ability to balance technical quality, business requirements, delivery risk, and commercial considerations.
• Strong financial and commercial understanding of technology solutions, including implementation costs, licensing, vendor relationships, and total cost of ownership.
• Excellent executive communication, presentation, negotiation, and stakeholder management skills.

Preferred Experience

• Contact center / customer experience platforms
• CRM and customer case management platforms
• Contact center telephony and cloud communications
• IVR and conversational technologies
• Workforce management
• Omnichannel customer engagement
• Call recording and quality management
• Customer analytics and reporting
• Cloud and SaaS architectures
• Enterprise integration and API platforms
• Identity and access management
• Network and security architecture
• High-availability and disaster recovery
• AI-enabled customer support technologies and automation
• Technology vendor and strategic partner management

Leadership Competencies

Strategic Thinking: Ability to understand business objectives and develop technology strategies that create sustainable operational and commercial value.

Executive Leadership: Ability to influence senior executives, customers, and cross-functional leaders and drive decisions in complex environments.

Technical Authority: Strong technical credibility and the ability to provide architectural direction without becoming constrained by day-to-day technical execution.

Commercial Acumen: Ability to understand the financial and commercial implications of technology decisions and develop solutions that are both technically appropriate and economically viable.

Customer Leadership: Ability to establish trusted-advisor relationships with customers and represent the organization as a senior technology leader.

Delivery Excellence: Ability to establish the governance, accountability, and operating discipline required to consistently deliver complex technology solutions.

Organizational Leadership: Ability to build high-performing teams, develop technical leaders, and establish scalable processes and capabilities.

Change & Innovation: Ability to identify opportunities to modernize technology, improve operational efficiency, and introduce new capabilities while appropriately managing risk.

Measures of Success

• Develop and deliver scalable, secure, and commercially viable technology solutions for customer support center operations.
• Successfully shape and support major customer pursuits and technology bids.
• Increase the quality, consistency, and reusability of solution architectures.
• Deliver major technology initiatives in alignment with customer commitments and business objectives.
• Establish effective technology governance and reduce delivery and architectural risk.
• Improve operational readiness, system reliability, and long-term supportability of delivered solutions.
• Develop strong executive relationships with customers and internal stakeholders.
• Build and develop a high-performing technology delivery organization.
• Identify and implement technology strategies that improve customer experience, operational efficiency, scalability, and business growth.

Reporting & Key Partnerships

Reports To: VP of Technology Delivery

Key Partnerships: Sales & Business Development, Operations, Finance, Cybersecurity, Enterprise IT, Project/Program Management, Architecture & Engineering, Customer Leadership, and Strategic Technology Partners.

WSP Benefits: 

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. 

Compensation:

Expected Salary (all locations): $119,000 - $193,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

Expected Salary (Colorado only): $134,000 - $181,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand.  Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.