Senior Director Analyst - Customer Experience Technology - CPaaS, API & GenAI

North America

Company Description

What 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 business

What 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 to

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 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.

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 to.

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