AddressContract Duration: 12 months
Location: Hybrid, Toronto
Our client is looking for a strong and well-rounded Agile Delivery Lead to lead a Squad for CCaaS (Contact Center as a Service by AWS ) deployment. Responsibilities: * 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
- Work in collaboration with all internal 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
- 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
- Excellent facilitator and team player, highly skilled in facilitating online
- Foundational knowledge of AWS CCaaS and/ or AWS Cloud and / or Contact Center Technologies implementation experience and / or PMP
