Technical Director

Technical Leader

Primary Focus: Pre-sales and Solutioning, Product Development, and People Leadership

Leadership Emphasis: Mentorship, capability building, succession, and technical excellence

Technology Domain: Software development, Enterprise SaaS, CX/CRM, AI, integration, cloud, and customer engagement platforms

Key Platforms: Zendesk, Salesforce / Salesforce Service Cloud, Udesk, and comparable enterprise SaaS platforms

Role Overview

The Technical Director is a senior technology leader responsible for shaping technical strategy and translating business opportunities into scalable, innovative, and commercially viable technology solutions. The role leads three core areas: Presales & Solutioning, Product Development & Innovation, and Technical People Leadership & Mentorship.

Working closely with Sales, Delivery, Product, Operations, and technology partners, the Technical Director provides technical leadership throughout the solution lifecycle - from opportunity discovery and solution design through proof-of-concept, product development, and transition to implementation.

The Technical Director also plays a critical role in developing the organization’s technical capability by mentoring technical leaders and practitioners, strengthening competencies, and building a sustainable pipeline of future technical talent.

Key Responsibilities

1. Presales & Solutioning

• Lead the technical component of strategic presales opportunities, from discovery and solution definition through proposal and client presentation.
• Translate client business challenges and requirements into practical, scalable, and commercially viable technology solutions.
• Lead technical discovery workshops, solution presentations, demonstrations, architecture discussions, and executive-level client engagements.
• Collaborate with Sales, Delivery, Product, and Commercial teams in developing proposals, Statements of Work, solution estimates, assumptions, dependencies, and technical scope.
• Provide technical oversight for solution architecture, integrations, APIs, data flows, security, cloud components, and interoperability across enterprise platforms.
• Evaluate technologies and recommend the most appropriate platforms, architectures, and implementation approaches based on client requirements.
• Support RFP/RFI responses and strategic pursuits by articulating technical differentiators, solution value, risks, and implementation considerations.
• Build trusted-advisor relationships with client technology and business stakeholders.

1. Product Development & Innovation

• Provide technical leadership for the development of new products, accelerators, reusable solutions, integrations, and intellectual property.
• Translate emerging market requirements and client problems into product and solution opportunities.
• Work with Product, Engineering, Development, UX, Data, and other technical teams to define product vision, technical requirements, architecture, and roadmap.
• Lead or govern prototypes, demonstrations, proof-of-concepts, and minimum viable products before broader commercialization or deployment.
• Establish technical standards and architecture principles to ensure products are scalable, secure, supportable, and reusable.
• Evaluate emerging technologies including AI, automation, cloud, customer experience technologies, and SaaS platforms to identify opportunities for innovation.
• Balance innovation with commercial viability, implementation complexity, operational supportability, and business value.
• Promote reuse of technical assets and solutions across clients and business opportunities to improve speed-to-market and delivery efficiency.

1. People Leadership & Capability Development

• Lead and provide strategic direction to technical teams and specialist groups under the Technical organization.
• Build high-performing teams through clear goals, accountability, coaching, capability development, and continuous feedback.
• Develop competency frameworks, technical career paths, certification plans, and succession strategies for technical roles.
• Identify skill gaps and establish development plans aligned with current delivery requirements and future technology priorities.
• Support hiring and workforce planning to ensure the organization has the appropriate balance of technical depth, leadership capability, and capacity.
• Foster collaboration across architects, developers, consultants, business analysts, data specialists, QA professionals, and other technology disciplines.
• Establish a culture of technical excellence, innovation, knowledge sharing, ownership, and continuous learning.

1. Mentorship & Technical Community

• Mentorship is a key accountability of the Technical Director. The role will establish and champion a structured mentorship culture designed to accelerate technical capability and develop future technical leaders.
• Personally mentor emerging technical leaders, architects, consultants, and high-potential team members.
• Establish mentorship programs connecting senior practitioners with junior and mid-level technical talent.
• Provide coaching on technical decision-making, client engagement, solution design, presentation skills, and professional development.
• Create opportunities for team members to participate in presales engagements, demonstrations, POCs, product initiatives, and architecture discussions.
• Promote knowledge-sharing sessions, communities of practice, technology forums, and internal technical showcases.
• Encourage professional certifications and continuous development across strategic technology platforms.
• Develop succession pipelines for critical technical and leadership roles.

1. Technology Strategy & Governance

• Help define and execute the technology strategy in alignment with organizational growth priorities and business objectives.
• Establish technical standards, architecture principles, reusable patterns, and solution governance practices.
• Provide technical oversight on complex or strategic solutions and serve as an escalation point for significant architectural or technical decisions.
• Ensure solutions consider scalability, security, reliability, integration, data governance, compliance, and operational sustainability.
• Maintain awareness of emerging technologies, platform developments, and industry trends and determine their relevance to the organization.
• Collaborate with Delivery leadership to ensure solutions sold through Presales can be successfully transitioned, implemented, and supported.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technology discipline, or equivalent professional experience.
• 10+ years of experience across technology, solution architecture, systems integration, software/SaaS solutions, technical consulting, or related disciplines, with significant leadership experience.
• Demonstrated experience leading technical teams and managing multiple technical disciplines or capability groups.
• Strong knowledge of SaaS and enterprise technology platforms, particularly customer experience, CRM, customer service, contact center, or digital experience technologies.
• Practical experience with platforms such as Zendesk, Salesforce / Salesforce Service Cloud, Udesk, or comparable enterprise SaaS platforms.
• Strong understanding of enterprise integration concepts including APIs, middleware, cloud services, data integration, authentication, and system interoperability.
• Experience in solution architecture and translating business requirements into technical solutions.
• Demonstrated experience in presales, solution consulting, technical sales, or client-facing technology advisory.
• Strong presentation, facilitation, storytelling, and executive communication skills.
• Ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.
• Experience working with cross-functional teams across Sales, Product, Engineering, Delivery, Operations, and business stakeholders.
• Demonstrated experience coaching, mentoring, and developing technical professionals.

Preferred Qualifications

• Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
• Experience with CRM, Contact Center, CX, AI, automation, Voice of Customer, or customer engagement technologies.
• Knowledge of microservices, APIs, integration architectures, data platforms, and modern application architectures.
• Experience developing or commercializing technology products, accelerators, reusable integrations, or intellectual property.
• Experience leading POCs, innovation initiatives, prototypes, or emerging technology programs.
• Relevant certifications in Salesforce, Zendesk, cloud architecture, enterprise architecture, integration technologies, or comparable technology platforms.
• Experience working within consulting, technology services, systems integration, or managed services organizations.
• Leadership Competencies
• Strategic Technology Leadership - Connects technology decisions to business strategy, growth, and customer outcomes.
• Commercial & Presales Acumen - Understands how technology solutions translate into compelling client value propositions and executable engagements.
• Technical Credibility - Possesses sufficient architectural and platform knowledge to challenge designs, guide technical teams, and engage senior client technology stakeholders.
• People Leadership - Builds strong teams, creates accountability, and develops future leaders.
• Mentorship Mindset - Actively invests in developing others rather than relying solely on individual technical expertise.
• Innovation & Product Thinking - Identifies repeatable solutions and converts ideas into scalable products and capabilities.
• Executive Communication - Communicates complex technology concepts clearly, confidently, and persuasively.
• Collaboration - Works effectively across Sales, Delivery, Product, Operations, Engineering, partners, and clients.
• Outcome Orientation - Balances innovation, technical excellence, commercial viability, delivery feasibility, and customer value.

Measures of Success

• Improved presales conversion and technical win rate.
• Higher quality and consistency of solution designs and proposals.
• Development of new products, accelerators, reusable solutions, and POCs.
• Increased technical capability and certification across the organization.
• Stronger succession pipeline for technical leadership roles.
• Measurable development of mentees and emerging technical leaders.
• Increased reuse of technical assets and solutions across client engagements.
• Effective transition of solutions from Presales to Delivery.
• Strong client and stakeholder confidence in the organization’s technical capabilities.
• Continued innovation and expansion of the organization’s SaaS, CX, AI, integration, and enterprise technology capabilities.