As a Delivery Manager in the bank, you are responsible for the successful planning, execution, and delivery of the contact center transformation from Cisco to Genesys PureCloud across various banking lines of business. This role requires strong project management skills, technical expertise in contact center technologies, and exceptional leadership abilities to guide cross-functional teams through the transformation process using Agile/Scrum practices.

You are entrepreneurial, a builder, an innovator with a passion to see your ideas turn into positive impact for our clients. With the goal of ensuring a positive customer experience leveraging various functional components to deliver an outstanding experience for our customers, you will work closely with cross functional team, and more. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the experience across lines of businesses in the bank.
Lead the end-to-end contact center transformation project, ensuring timely and successful delivery.
Develop detailed project plans, timelines, and budgets in collaboration with stakeholders.
Coordinate with internal and external teams, including IT, operations, vendors, and consultants, to ensure seamless project execution.
Oversee the migration of contact center systems, infrastructure, and applications from Cisco to Genesys PureCloud.
Ensure compliance with industry standards, security protocols, and best practices during the transformation.
Conduct regular project status meetings and provide updates to senior management and stakeholders.
Identify and mitigate potential risks and issues that may impact project success.
Work closely with product owner, business analyst, engineering team ingesting backlog & facilitating agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
Manage resource allocation, including the assignment of tasks and responsibilities to team members.
Provide guidance, mentorship, and support to team members throughout the project lifecycle.
Monitor project performance, track key metrics, and implement corrective actions as needed.
Facilitate change management and training initiatives to ensure a smooth transition for contact center staff.
Promote Agile/Scrum principles and practices to enhance team collaboration, productivity, and continuous improvement.
Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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