Senior Director, Sales - Customer Service AI

Uniphore•Palo Alto, CA

2d•Hybrid

About The Position

This is a newly formed sales role within a dedicated overlay team, purpose-built to accelerate growth for Uniphore Customer Service AI (CSAI) — our flagship suite of AI agents that transforms how enterprises deliver customer experiences at scale. This team operates alongside the existing field sales organization, with a focused mandate to drive pipeline, develop strategic accounts, and close enterprise deals specifically within the CSAI solution set. In addition to your overlay responsibilities, you will carry and own a direct book of business, running full-cycle deals independently from prospecting through close. This is a ground-floor opportunity to help build something new — ideal for a commercially driven sales leader who thrives at the intersection of enterprise relationships, consultative selling, and cutting-edge contact center AI.

Requirements

7+ years of experience in strategic or enterprise software sales, with a proven track record of closing and expanding large, complex accounts.
Prior experience selling AI-powered contact center or customer service automation solutions (e.g., NICE, Verint, Genesys, Five9, Talkdesk, or similar).
Experience selling into contact center, customer experience, conversational AI or CX technology markets (must have some CC AI knowledge)— familiarity with CCaaS, WEM, , or quality management solutions strongly preferred.
Demonstrated success growing revenue and navigating multi-stakeholder buying cycles in Fortune 500 or large enterprise environments.
Exceptional communication, executive presence, and negotiation skills — equally comfortable with a VP of Customer Experience and a CIO.
Consultative, value-based selling approach with the ability to connect AI capabilities to measurable CX and operational outcomes.
Strong business acumen and ability to translate technical concepts into business value for non-technical audiences.
Comfort working in an overlay model — collaborating with field AEs while also independently owning and closing direct deals.
Experience managing complex, multi-threaded sales cycles involving cross-functional teams and extended sales motions (6–12 months).
Bachelor's degree or equivalent professional experience.

Nice To Haves

Familiarity with real-time agent guidance, conversation intelligence, or AI-powered self-service technologies.
Experience partnering with GSIs (e.g., KPMG, Cognizant) or CCaaS platforms to co-sell or layer in AI solutions.

Responsibilities

Drive pipeline generation and enterprise deal closure for Uniphore Customer Service AI, including the Conversation Insights Agent, Real-time Guidance Agent, Communication Recording Agent, and Self-Service Agent.
Partner with the existing field sales team in an overlay capacity, providing deep CSAI solution expertise to accelerate and close strategic opportunities.
Own a direct territory and book of business, managing the full sales cycle independently — from prospecting and qualification through negotiation and close.
Build deep, trusted relationships with senior stakeholders across the customer organization — including CX leaders, Contact Center Operations leaders, CIOs, and CDOs.
Understand each customer's service delivery challenges, operational metrics, and AI readiness to position Uniphore CSAI as a measurable transformation lever.
Collaborate cross-functionally with Sales Engineering, Customer Success, Product, and Executive Leadership to deliver tailored, outcome-focused solutions.
Develop and manage multi-stakeholder account plans with clear paths to expansion across the Uniphore Customer Service AI product suite.
Forecast accurately and maintain a healthy, well-qualified pipeline; provide regular reporting to sales leadership.
Serve as a feedback loop to Product and Go-to-Market leadership, contributing field insights that influence Uniphore's CSAI roadmap and competitive positioning.
Maintain expert-level knowledge of Uniphore Customer Service AI, the competitive CX landscape, and enterprise AI trends.
Expect moderate domestic and international travel.