We are looking for a strong and well-rounded Agile Delivery Lead to lead a Squad for CCaaS (Contact Center as a Service by AWS ) deployment.
Lead the deployment and adoption of CCaaS.
Oversee product adoption and customer enablement – monitor and measure adoption and usage metrics.
Deliver and action defined measurement of priority metrics for CCaaS platform that inform actions that positively influence the success of Clients, Agents, and Teams
Deliver vision, strategy, and roadmap for the team
Facilitate ideation using design thinking methodologies. Contribute to business case of the product through understanding of strategy, value proposition, competitive landscape, and investment needs
For the portfolio, work in collaboration with all Sun Life Stakeholders to drive outcomes that result in increases engagement
Work with a large set of internal and external stakeholders to develop joint product plans, gather feedback, manage dependencies, and ensure success
Own function backlog with clarity, urgency, and accountability. Manage backlogs, priorities, and dependencies across teams to make sure features land on time and with high quality.
Own activities management process including escalations, problem resolution and driving outcomes while building long lasting relationships
Actively drive and present product plans and reviews, demos, and competitive analyses with the team, partners and executive leadership.
Work with larger program teams in scaled agile environment on building external communication and action plans using JIRA, Confluence, and other tools
What You Will Bring
5+ years of program management delivery experience delivering end-user facing products and services.
Demonstrated experience across the entire product lifecycle - from research, ideation, user centered design, specification, architecture, and the know-how required to lead your crew to realize your vision
Solid data and analytical skills, and data-based decision making
Strong project leadership, dependency management, negotiation, and cross-group collaboration skills with a proven track record of managing complex projects with many partners
General Cloud, Contact Center technologies and process Knowledge
Experience with Scrum, Kanban
Innate curiosity and the ability to thrive in an ambiguous and rapidly changing environment. Self-starter and innovator with a positive, collaborative can-do attitude and bias for action
Excellent written and verbal communication/presentation skills through all levels of the organization, technical and non-technical
Excellent facilitator and team player, highly skilled in facilitating online
As a plus you have foundational knowledge of AWS CCaaS and/ or AWS Cloud and / or Contact Center Technologies implementation experience and / or PMP
Is this for a specific project? Yes, CCaaS Implementation Project for operation
Who are the stakeholders? (Internal, external and/or global)
Both - Internal (primary) & external (service provider i.e. Tech Mahindra)
What are the main 3-5 technologies of the resource? General Cloud (e.g. AWS), Contact Center technologies (IVR, Switch, Chatbot, Voicebot etc.)
How many years’ experience are we looking for? 5 years
Critical Skills or Must Haves? Contact Centre experience, agile methodology, running agile teams. PMP is nice to have.
Is specific industry experience required? No. However, Contact Center implementation experience in banks is relevant.
Team Size and Environment? (Open concept, loud, interactive, etc.) 15 people in the squad plus 50+ in the development team.
Job Type: Fixed term contract
Contract length: 18 months
Salary: $75.00-$80.00 per hour
- 8 hour shift
- Cloud Contact Center: 3 years (required)
Work Location: Hybrid remote in TORONTO, ON