Senior Technical Solutions Delivery Lead

IntouchCX; Cebu City; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

IntouchCX is seeking a Senior Project Manager, Technical Solutions to lead complex deployments across CCaaS platforms, CRM systems, and data flows. You will orchestrate engineering, operations, security, and vendor teams to deliver architecture-driven, measurable business outcomes.

You will translate evolving client objectives into concrete technical requirements, manage schedules and resources, and ensure seamless release readiness and post-launch value validation.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 10 years hands-on experience driving technical implementations or complex solution rollouts involving CCaaS platforms and enterprise CRMs.
• PMI/PMI-ACP/CSM or platform credentials are a plus.
• Proven ability to manage and align diverse, matrixed teams without direct reporting authority.
• Track record of prioritizing business value, customer experience impact, and ROI over rigid checklists.
• Foundational understanding of APIs (REST/JSON), webhooks, data pipelines/mapping, auth protocols, and databases.
• Familiarity with security hygiene and data protection standards for cloud telephony.
• Exceptional presentation and facilitation skills with executive presence.

Responsibilities

• Own end-to-end execution of technical rollouts spanning CCaaS platforms, CRM integrations, and omnichannel routing.
• Bridge and align software engineering, IT/telephony, operations, infosec, client executives, and vendors around milestones and KPIs.
• Identify architectural bottlenecks, API constraints, data governance needs, and security considerations to prevent launch issues.
• Translate client objectives into clear technical requirements, user stories, and acceptance criteria.
• Serve as delivery advisor in discovery sessions, steering committee reviews, and executive readouts.
• Develop and govern delivery schedules, resource allocations, and cross-project dependencies.
• Explore AI-powered tools and intelligent routing to accelerate delivery and enhance design.
• Oversee release readiness, operational transition, and post-launch performance tracking.

Skills

Cross-functional leadership

Delivery management

Problem solving

Security/compliance awareness

Stakeholder management

Architectural thinking

Education

Bachelor’s degree or equivalent practical experience

Tools

Genesys Cloud

NICE

Amazon Connect

Five9

Twilio

Salesforce

Zendesk

Microsoft Dynamics

Job description

IntouchCX is seeking a Senior Project Manager, Technical Solutions to lead complex deployments across CCaaS platforms, CRM systems, and data flows. You will orchestrate engineering, operations, security, and vendor teams to deliver architecture-driven, measurable business outcomes.

You will translate evolving client objectives into concrete technical requirements, manage schedules and resources, and ensure seamless release readiness and post-launch value validation.