Service CCaaS Technology Delivery Lead, CCaaS & Cloud Transformation
Overview
Own the end-to-end delivery of large-scale CCaaS and service technology transformations for global clients. Lead cross-functional teams and partner with senior stakeholders to drive platform migrations, new offerings, and measurable business outcomes. Collaborate with onshore and offshore teams to align with Agile delivery practices and client expectations. What makes this role different is the client-facing leadership across multi-country programs and the focus on CCaaS strategy, migration, and execution at scale.
What You'll Do10
- 1Build and drive the end-to-end delivery lifecycle for complex CCaaS and service technology solutions across global clients
- 2Lead platform migration and global rollout strategy, aligning with business goals and timelines
- 3Partner with software and technology vendors to design and deliver service-focused solutions CCaaS AWS Genesys
- 4Plan and estimate delivery work using Agile methodology, managing milestones, scope, budget, risk and resource planning
- 5Manage day to day onshore and offshore project teams and ensure high-quality execution
- 6Elicit high-level business requirements and translate them into epics and user stories for delivery
- 7Guide experience-led teams in shaping strategic vision and UI/UX design
- 8Engage client stakeholders for business justification, funding, scope, and timelines
- 9Contribute to development of solution approaches, methodologies, and growth tools
- 10Travel as required for client support
Requirements9
- 18+ years of experience in technology transformation with a focus on CCaaS or cloud-based contact center solutions
- 27+ years of leading large-scale transformation projects and driving organizational change
- 37+ years of experience with CCaaS technologies and best practices across platforms such as AWS, Google CCAI, Genesys, NICE
- 48+ years of aligning technology capabilities with contact center benchmarks and metrics
- 55+ years of experience implementing end-to-end service center and field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
- 6Minimum 10 years of experience with Waterfall and Agile SDLC for large complex platforms
- 7Strong leadership and communication skills for client accounts and multidisciplinary teams
- 8Experience in consulting environments with demonstrated creativity and innovation in global programs
- 9Industry experience across Healthcare, Insurance, SLED, Public Sector, Retail Services
Salary Insight
$123k per year
Location
Required Skills
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