100% remote -Sr Contact Center Delivery Manager (A-30206)

Myticas Consulting; Waukegan (IL); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading consulting firm is seeking a Sr Contact Center Delivery Lead to join their remote team in Waukegan, IL. This role involves planning and delivering key project outputs within the AEI Contact Center Solutions Technology team, ensuring compliance with standards and managing risks effectively. The ideal candidate will have extensive experience in project management and a strong understanding of contact center technologies.

Qualifications

• 6+ years’ experience in Business Information Services or Computer Sciences.
• Experience in a Contact Center environment with IVR and call center technologies.
• Ability to handle multiple priorities and demonstrate mature judgment.

Responsibilities

• Plan, coordinate, and deliver project outputs within the AEI Contact Center Solutions Technology team.
• Lead delivery of technical requirements and ensure compliance with standards.
• Provide status updates and manage risks related to project delivery.

Skills

Project Management

Change Management

Interpersonal Skills

Communication

Education

Bachelor’s Degree in Business Information Services or Computer Sciences

Tools

ServiceNow

JIRA

Job description

Myticas' direct client is seeking Sr Contact Center Delivery Lead for one of their clients located in 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 complex ideas effectively by tailoring the message.
• You should have an “ownership” mindset, taking collective responsibility for decisions, owning and managing errors, and finding the right solutions.
• Demonstrate mature judgment in dealing with ambiguity and complexity, balancing enterprise needs over individual program’s.
• Ability to handle multiple, competing priorities effectively.
• Strong interpersonal skills and confidence to solicit input from others.

Job Description:

We are seeking a driven Delivery Lead to work in the AEI Contact Center Solutions Technology team. This team within client BTS Technology enables our associates in AEI Contact Center Operations to serve our patients effectively. The Delivery Lead is responsible for planning, coordinating, and delivering defined project outputs as part of a larger program, often involving multiple teams. Key responsibilities include communicating objectives, coordinating delivery, managing risks, ensuring standards compliance, and providing visibility into the health of deliverables. This role ensures that execution and delivery meet or exceed client expectations regarding functionality, quality, timeline, and cost.

Key Responsibilities:

• Form teams, initiate projects, and facilitate routines to support delivery, such as status reviews, stakeholder meetings, and change controls.
• Shape the final product in collaboration with Business Owners and BTS teams. Build resilient, supportable technology systems, and coordinate delivery and dependencies across multiple teams.
• Recognize, anticipate, and facilitate dependency and risk management. Remove impediments or escalate as needed.
• Promote communication and collaboration across organizations to support timely deliverables, balancing local and global interests.
• Lead delivery of technical requirements, including design, traceability, deployment, and contingency plans.
• Ensure software changes are well-documented and compliant with Enterprise Change Management standards.
• Provide status updates to stakeholders and leadership regarding delivery, risks/issues, and schedules.
• Align execution with deliverable requirements by working closely with the Business.
• Support resource planning, manage the resource pipeline, identify skill gaps, and help resolve bottlenecks.
• Serve as resource Manager and Scrum Master for the Contact Center Solutions Development team.