Position Overview
We are seeking an experienced and hands-on Delivery Manager Telephony Platform Engineer with deep expertise in Cloud Contact Center as a Service (CCaaS) platforms such as Genesys Cloud. This role will be responsible for managing the delivery, engineering, and operationalization of enterprise-grade telephony and contact center solutions. The individual will lead implementation programs, collaborate with cross-functional teams (business, IT, vendors, and partners), ensure platform stability, and drive innovation to enhance customer experience. The role requires a strong combination of technical engineering depth, delivery leadership, and stakeholder management.
Key Responsibilities
Program & Delivery Management :
- Lead end-to-end delivery of CCaaS/telephony platform projects, ensuring timelines, budgets, and quality outcomes are achieved.
- Manage migration programs from legacy on-premise contact center platforms to cloud-based solutions (e.g., Genesys Cloud).
- Oversee platform upgrades, integrations, and change management initiatives.
Technical Engineering & Platform Management
- Design, configure, and optimize telephony workflows, IVR, routing strategies, and call flows on Genesys Cloud or similar platforms.
- Manage integration with CRMs, ticketing systems, and workforce engagement solutions.
- Ensure high availability, disaster recovery, and compliance with regulatory standards (e.g., PCI-DSS, GDPR).
- Troubleshoot and resolve platform-level incidents, working closely with vendors and support teams.
Stakeholder & Vendor Management
- Collaborate with business stakeholders to capture requirements and translate them into scalable telephony solutions.
- Manage vendor relationships with CCaaS providers, system integrators, and telecom partners.
- Act as the primary point of contact for platform escalations and service-level adherence.
Operational Excellence
- Define and monitor KPIs for telephony performance, including call quality, routing efficiency, and uptime.
- Implement automation, monitoring tools, and dashboards for proactive management.
- Ensure documentation, governance, and adherence to best practices.
Continuous Improvement
- Drive adoption of new CCaaS features and capabilities (AI bots, predictive routing, workforce management).
- Identify opportunities to improve customer and agent experience through platform enhancements.
- Mentor and upskill teams on CCaaS engineering and delivery practices.
Qualifications & Skills
Education : Bachelors degree in Computer Science, Information Technology, Engineering, or a related field. Masters degree preferred.
Experience
- 10+ years of experience in telephony/contact center engineering and delivery, with at least 4-5 years on Genesys Cloud or equivalent CCaaS platforms.
- Strong track record in managing delivery of enterprise-scale contact center transformation programs.
- Hands-on expertise in IVR design, SBC, SIP trunking, call routing, integration (REST APIs, web services), and cloud telephony.
- Familiarity with workforce engagement management (WEM), analytics, and omnichannel routing.
- Knowledge of ITIL processes and experience working in Agile/DevOps delivery models.
Technical Skills
- Proficiency in Genesys Cloud (preferred), Avaya, Cisco, NICE, Five9, or Amazon Connect.
- Experience with ServiceNow, Salesforce, MS Dynamics, or other CRMs.
- Understanding of networking, SIP, WebRTC, and telephony protocols.
- Familiarity with scripting, APIs, and automation for platform configuration.
Key Attributes
- Strong leadership and program management skills with the ability to manage distributed teams and multiple stakeholders.
- Excellent problem-solving and analytical abilities, with a customer-first mindset.
- Ability to balance technical depth with business context, ensuring solutions align with strategic goals.
- Strong communication and stakeholder management skills, capable of engaging with both technical and business leaders.
- Proactive, adaptable, and innovative, with the ability to thrive in fast-paced transformation environments.
- Demonstrated ability to drive operational excellence and deliver continuous improvement.
(ref:hirist.tech)
