Delivery Manager - Contact Center Technology

Vanguard

Melbourne

2 weeks ago

Melbourne

2 weeks ago

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Delivery Manager - Contact Center Technology

Delivery Manager needed for Vanguard Australia's Contact Center Technology team in Melbourne. This hybrid role leads the end-to-end delivery of contact center platforms, including Dynamics 365 and omnichannel capabilities, during a transformation phase. Requires proven experience in contact center technology delivery and strong stakeholder management.

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Hybrid

Full-time

Senior

Dynamics 365

CRM Platforms

Salary

Not specified

Work Location

Melbourne, Victoria, Australia, AU

Work Model

Hybrid: in-person collaboration and remote flexibility

Employment Type

Full-time

Experience Level

Senior

Core Qualifications

Technical (Must-have)

Dynamics 365CRM platformsomnichannel routingorchestrationplatform integrationscloud-based service platformsAPIsevent-driven architecturesAgileLean

Soft Skills

stakeholder managementcontinuous improvementcollaborationcommunicationleadership

Preferred Qualifications

Technical (Nice-to-have)

Dynamics 365 Customer Serviceworkflowsomnichannel featurescontact center integrationstelephonydigital channelsroutingworkforce toolingAI-assisted capabilitiesagent assist

Key Responsibilities

•Play a key delivery role in the contact-centre transformation roadmap, supporting the rollout of new servicing channels and AI-enabled capabilities.
•Partner with service and operations leaders to ensure technology delivery directly supports client experience uplift and agent productivity improvements.
•Own delivery outcomes across Contact Center Technology, ensuring initiatives are planned, prioritised, and executed in line with enterprise strategy, business priorities, and technology OKRs.
•Translate business priorities into clear delivery roadmaps and actionable delivery plans, managing scope, dependencies, risks, and capacity across multiple initiatives.
•Lead delivery across contact center platforms including Dynamics 365, the expansion of service channels, evolving omnichannel routing and orchestration, platform integrations and supporting services.
•Partner with architects and Tech Leads to ensure delivery aligns with agreed technical direction, platform roadmaps, and architectural guardrails.
•Drive delivery excellence using Agile and Lean practices, improving flow, predictability, and transparency across contact center technology work.
•Ensure production readiness is embedded into delivery, including release management, support models, change management, and operational handover.
•Act as a trusted delivery partner to business stakeholders, providing transparency on progress, trade-offs, risks, and dependencies.
•Lead delivery through onshore and offshore engineering teams, providing clear direction, priorities, and expectations to ensure consistent, high-quality outcomes.

Delivery ManagerContact CenterFinancial ServicesDynamics 365OmnichannelTransformationHybridMelbourneAgileSenior

Key Responsibilities

•Play a key delivery role in the contact-centre transformation roadmap, supporting the rollout of new servicing channels and AI-enabled capabilities.

•Partner with service and operations leaders to ensure technology delivery directly supports client experience uplift and agent productivity improvements.

•Own delivery outcomes across Contact Center Technology, ensuring initiatives are planned, prioritised, and executed in line with enterprise strategy, business priorities, and technology OKRs.

•Translate business priorities into clear delivery roadmaps and actionable delivery plans, managing scope, dependencies, risks, and capacity across multiple initiatives.

•Lead delivery across contact center platforms including Dynamics 365, the expansion of service channels, evolving omnichannel routing and orchestration, platform integrations and supporting services.

•Partner with architects and Tech Leads to ensure delivery aligns with agreed technical direction, platform roadmaps, and architectural guardrails.

•Drive delivery excellence using Agile and Lean practices, improving flow, predictability, and transparency across contact center technology work.

•Ensure production readiness is embedded into delivery, including release management, support models, change management, and operational handover.

•Act as a trusted delivery partner to business stakeholders, providing transparency on progress, trade-offs, risks, and dependencies.

•Lead delivery through onshore and offshore engineering teams, providing clear direction, priorities, and expectations to ensure consistent, high-quality outcomes.