Contact Center Technical Delivery Sr. Specialist

Position Overview

We are seeking a seasoned Contact Center Technical Delivery Senior Specialist to lead the comprehensive technical execution of enterprise Contact Center projects. In this pivotal role, you will serve as the primary technical authority throughout the project lifecycle, ensuring seamless implementation from initial kickoff to customer acceptance and handover. Your expertise will be instrumental in aligning technical solutions with customer requirements, maintaining rigorous project timelines, and delivering high-performance Contact Center platforms that meet both business and technical objectives.

Key Responsibilities

The Contact Center Technical Delivery Senior Specialist will be responsible for the following core functions:

• Project Leadership and Technical Ownership: Assume full technical ownership of awarded Contact Center projects, guiding the end-to-end delivery process with precision and accountability. Lead project kickoff meetings, validate solution design and technical specifications, and develop robust implementation plans that align with customer expectations and project milestones.
• Cross-Functional Coordination: Act as the central liaison between internal stakeholders—including Project Managers, Sales, Presales, and delivery teams—and external partners such as technology vendors and customers. Facilitate clear communication channels to ensure alignment on technical requirements, dependencies, and project deliverables throughout the lifecycle.
• Technical Implementation and Integration: Oversee the installation, configuration, and integration of Contact Center platforms and associated technologies. Ensure proper deployment of VoIP, SIP, IVR, CRM integrations, APIs, and reporting tools to create a cohesive and functional Contact Center ecosystem.
• Quality Assurance and Testing: Lead system integration efforts, coordinate comprehensive testing phases including User Acceptance Testing (UAT), and validate go-live readiness. Proactively identify and mitigate technical risks, dependencies, and bottlenecks to safeguard project timelines and deliverables.
• Documentation and Handover: Maintain meticulous technical documentation, including system configurations, licenses, certifications, and project artifacts. Ensure all deliverables are completed, validated, and properly handed over to support or managed services teams for seamless post-implementation operations.
• Technical Guidance and Continuous Improvement: Provide expert technical direction to implementation engineers and delivery teams. Contribute to the evolution of delivery methodologies, implementation standards, and best practices to enhance operational efficiency and project success rates.
• Customer Engagement and Support: Represent the technical perspective in customer meetings, providing clear updates on implementation progress, addressing challenges, and ensuring alignment with customer expectations. Serve as a trusted advisor to resolve technical issues and foster long-term customer satisfaction.

Qualifications and Experience

To excel in this role, candidates must meet the following requirements:

• Education: Bachelor’s degree in Information Technology, Computer Engineering, Telecommunications, Computer Science, or a related technical discipline.
• Professional Experience: Minimum of three years of hands-on experience delivering enterprise Contact Center solutions, with a proven track record in end-to-end project execution.
• Technical Proficiency: Demonstrated expertise in implementing and configuring leading Contact Center platforms such as Cisco Webex Contact Center, Genesys, Amazon Connect, Avaya, or comparable solutions. Experience with VoIP, SIP, IVR, CRM integrations, APIs, and reporting platforms is highly desirable.
• Certifications: Relevant vendor certifications from industry leaders such as Cisco, Genesys, Sprinklr, Microsoft, AWS, or equivalent are strongly preferred and will be considered a significant advantage.
• Soft Skills: Exceptional problem-solving abilities, strong leadership qualities, and excellent communication skills to effectively collaborate across teams and with customers in a fast-paced environment.

This role offers a unique opportunity to shape the technical delivery of cutting-edge Contact Center solutions, drive operational excellence, and contribute to the success of high-impact projects in a dynamic corporate setting.