Myticas direct client is seeking Sr Contact Center Delivery Lead for one of their direct clients located at Waukegan, IL (100% remote).
Duration: 6+ Months Contract (Possible further extension)
Required Skills/Qualifications/Experience:
- Experience working in a Contact center environment with strong understanding of IVR, phone systems, call center technologies
- Bachelor’s Degree with 6 years’ experience in Business Information Services, or Computer Sciences preferred.
- Proven experience in Project Management, Planning, Estimation and Execution.
- Good understanding of Change Management and modern tools used for that purpose – ServiceNow, JIRA etc.
- Ability to communicate complexity to an audience by tailoring the message.
- You will have an “ownership” mindset and are used to taking collective responsibility for every decision, owning, and managing errors and finding the right way.
- Demonstrate mature judgement in dealing with ambiguity and complexity and can demonstrate balancing enterprise needs over individual program’s
- Ability to handle multiple, competing priorities. There will always be things competing for your mindshare.
- Strong interpersonal skills and the confidence to solicit input from others.
Job Description:
We are looking for a driven Delivery Lead to work in the AEI Contact Center Solutions Technology team. This team within client BTS Technology enables the rest of our associates in AEI Contact Center Operations carry out its mission in serving our patients. A Delivery Lead, is responsible for planning, coordinating, and delivery of defined deliverables as part of a larger program and almost always requires engagement from multiple teams. Key responsibilities include communicating the work objectives, coordinating delivery, managing risks, ensuring compliance to standards, and providing end-to-end visibility into the health of the deliverables. This role ensures execution and delivery meets or exceeds the client’s expectations in terms of the functionality, quality, timeline, and cost.
Key Responsibilities:
- You will form teams, kick off projects and coordinate and facilitate routines to support delivery – e.g. status reviews, stakeholder meetings, change controls etc.
- You will shape the final product working with our Business Owners and BTS teams. You will build resilient, supportable technology systems. And as part of that you will make plans and coordinate delivery and dependencies with across multiple teams.
- You will recognize, anticipate, and facilitate dependency management, risk management. You will remove impediments or know who to call and help remove.
- You will actively promote communication and collaboration across organizations to support the deliverable completion and timeline. You will think local (your team) and think global (AEI) and you will manage those two sometimes competing interests.
- You will lead delivery of technical sections of requirements as well as design, traceability matrix, deployment tasks and contingency/rollback plans.
- Software changes are done well but should also be documented well. You understand what “Change Management” means you ensure deliverables comply with Enterprise Change Management standards.
- You will provide status updates for the deliverables to stakeholders and leadership pertaining to delivery, risks/issues, and schedule.
- You will ensure that execution is aligned with deliverable requirements by working with the Business.
- You will support resource planning, manage the resource pipeline, recognize skill deficits, resource bottlenecks and help alleviate them.
- You will be the resource Management, Scrum Master for the Contact Center Solutions Dev team.