We have a fully remote opportunity for a driven Senior Delivery Lead to work in our client's Contact Center Solutions Technology team.
This team within their BTS Technology enables the rest of their associates in Contact Center Operations carry out its mission in serving their 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.
Contract Duration: 12 months
Required Skills & Experience:
- 6 years of experience minimum
- Bachelor’s Degree
- Experience in Contact Center(s) - MUST HAVE
- Proven experience in Project Management, Planning, Estimation and Execution.
- Experience with Change Management. Good understanding of Change Management and modern tools used for that purpose.
- Strong experience with JIRA.
- Project forecasting and managing project budgets.
- 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.
- Strong interpersonal skills and the confidence to solicit input from others.
- You will be part of a team that lives and breathes Agile and believes in The Manifesto. You understand Agile development and get it like driving on the road.
- Ability to manage and prioritize the work of others, directly and indirectly working for you.
- Ability to talk to executives and develop presentation material. Y
Desired Skills:
- Ability to be hands-on. Not necessarily write code but you are close enough to technology to be able to guide, discern between competing technical solutions and make choices.
- Very good Excel skills – pivots, charting etc. is often helpful.
- PMI or PMP certification a plus.
What You Will Be Doing:
- 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 be the resource Management, Scrum Master for the Contact Center Solutions Dev team.
- 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.
