Sr Director Analyst

Gartner • Irving, TX, US • published 2026-09-20 16:54:44.139808

Description

Gartner seeks a Senior Director, Analyst with strong writing and communications skills and expertise in customer service applications, platforms, technologies and markets to join our Customer Service and Support Technology research team. Knowledge and experience with CRM offerings and their role supporting customer service is required. Expertise with vendors and products in adjacent spaces, including Contact Center as a Service (CCaaS), Voice of the Customer, and Customer Service Knowledge Management systems is preferred. Relevant vendors include Salesforce, Microsoft, ServiceNow, Oracle, Zendesk, SAP, Pegasystems, NiCE, Genesys, Five9, Talkdesk, and Cisco. Gartner Analysts are widely recognized industry thought leaders who create must\-have insights, market predictions and best practices for a broad range of world\-leading organizations. A Senior Director Analyst plays a lead role in delivering insights to Gartner clients via written publications, presentations, and personalized interactions. In this role, you will create research and provide advice to Customer Service and Support leaders and the technology leaders who support them. You will generate and deliver insights that help...

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