Technical Delivery Sr. Specialist

Position Overview

As a Technical Delivery Sr. Specialist – Contact Center Solutions, you will play a pivotal role in leading the end-to-end technical delivery of awarded Contact Center projects. This position requires a deep understanding of Contact Center technologies and a strong ability to manage complex implementations while ensuring alignment with customer requirements, technical specifications, and project timelines. You will serve as the primary technical owner throughout the project lifecycle, collaborating closely with internal teams, technology vendors, and customers to deliver robust, high-quality Contact Center solutions. Your responsibilities will encompass configuration, integration, testing, documentation, and seamless handover to ensure operational excellence and customer satisfaction.

Key Responsibilities

In this dynamic and challenging role, your core responsibilities will include:

• Project Leadership: Lead the technical delivery of Contact Center projects from initial kickoff through customer acceptance and handover, ensuring all milestones are met with precision.
• Scope and Design Review: Evaluate project scope, solution design, and technical requirements to validate feasibility and alignment with customer objectives.
• Implementation Planning: Develop and manage comprehensive implementation plans, including technical milestones, resource allocation, and risk mitigation strategies.
• Cross-Functional Coordination: Act as the central liaison between Project Managers, Sales, Presales, technology vendors, and customers to facilitate smooth communication and collaboration throughout the project lifecycle.
• Technical Execution: Oversee the installation, configuration, integration, and deployment of Contact Center platforms and associated technologies, ensuring optimal performance and scalability.
• Documentation and Compliance: Ensure all technical documentation, system configurations, licenses, certifications, and project deliverables are meticulously completed, maintained, and compliant with industry standards.
• Testing and Validation: Lead system integration, testing phases, User Acceptance Testing (UAT), and go-live activities to guarantee seamless functionality and adherence to customer expectations.
• Risk Management: Proactively identify, assess, and resolve technical risks, issues, and dependencies to mitigate potential delays and ensure project timelines are met.
• Quality Assurance: Conduct rigorous technical quality reviews to validate that solutions meet both customer expectations and the company’s stringent standards.
• Team Leadership: Provide expert technical guidance and mentorship to implementation engineers and delivery teams, fostering a culture of excellence and continuous improvement.
• Customer Engagement: Represent the technical team in customer meetings, delivering updates, addressing implementation challenges, and ensuring transparency throughout the project.
• Handover and Transition: Finalize project documentation and facilitate a smooth transition to support or managed services teams, ensuring a seamless handover and long-term operational success.
• Process Improvement: Contribute to the ongoing enhancement of delivery processes, implementation standards, and technical best practices to drive efficiency and innovation within the organization.

Qualifications and Skills

To excel in this role, you must possess the following qualifications and experience:

• Educational Background: A Bachelor’s degree in Information Technology, Computer Engineering, Telecommunications, Computer Science, or a closely related field.
• Professional Experience: A minimum of 3+ years of hands-on experience in delivering enterprise Contact Center solutions, with a proven track record of successful implementations.
• Technical Proficiency: Extensive experience implementing one or more leading Contact Center platforms, such as Cisco Webex Contact Center, Genesys, NICE CXone, Amazon Connect, Avaya, or equivalent solutions.
• Integration Expertise: Strong background in solution integration, including SIP, VoIP, IVR, CRM integration, APIs, and reporting platforms, with the ability to troubleshoot and optimize complex systems.
• Certifications: Relevant vendor certifications from industry leaders such as Cisco, Genesys, NICE, Microsoft, AWS, or other recognized organizations are highly advantageous and will be considered a significant asset.