Delivery Manager Contact Center Technology

About Vanguard

More than 50 years ago John C. Bogle had a visionof startingan investment company that did things differently. A company with no external shareholderswhere all profits are reinvested back into the business to lower costs and improve outcomes for clients.

Today Vanguard is one of the worlds largest investment management companies serving more than50 million investorsglobally. For over 30 years Vanguard Australia has supported individual investors financial advisers and superannuation members in achieving theirlongtermfinancial goals.

Our Team & Opportunity

The ContactCenterTechnology team designs delivers and supports the platforms that enable client and adviser servicing across Vanguard Australia. These platforms underpin contactcentre operationsacross multiple service channels service workflows integrations and AIassisted capabilities - enabling consistent secure and highquality service experiences at scale.

Vanguard Australia is currently entering a contactcentre transformation phase focused onexpanding service channels and evolving toward a more integrated omnichannel experience while embedding AIassisted capabilities to enhance client experience and improve agent efficiency.

As Delivery Manager ContactCenterTechnology you will play a critical role in this transformation. You willbe responsible forthe endtoend delivery and operational success of contactcentre and servicing technology ensuring new channels and capabilities are delivered safely integrated seamlessly andoperatedreliably.

This role works closely with crossfunctional teams including Engineering Tech Leads ArchitectureBusinessLeaders and delivery partners to balance operational stability with platform evolution in a highly regulated clientcentric environment.

Core Responsibilities

• Play a key delivery role in the contactcentre transformation roadmap supporting the rollout of new servicing channels and AIenabled 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 Technologyensuring initiatives are planned prioritised and executed in line with enterprise strategy business priorities and technology OKRs.

• Translate businessprioritiesintocleardelivery roadmapsand actionable delivery plansmanaging scope dependencies risks and capacity across multipleinitiatives.

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

• Partner witharchitects andTech Leadsto 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 tradeoffs risks and dependencies.

• Lead delivery throughonshore and offshore engineering teams providing clear direction priorities and expectations to ensure consistent highquality outcomes.

WhatWereLooking For

• Proven experience delivering technology solutions that supportcontactcentre orcustomerservice operations across multiple service channels in environments with high availability and regulatory requirements.

• Strong understanding of modern contactcentre technology including CRM platforms (Dynamics 365 preferred) routing and orchestration capabilities evolving toward omnichannel models and platform integrations.

• Demonstrated ability to balance operational stability with incrementalmodernizationand continuous improvement.

• Strong stakeholder management skills with the ability to align service leaders engineers architects and platform teamsaround shared outcomes and clear priorities.

• Experience leadingonshore and offshoreengineeringteams and vendors in complex regulated environments.

• A continuous improvement mindset with a focus on improving service outcomes reliability and delivery efficiency.

Nice to Have

• Working knowledge of Dynamics 365 Customer Serviceworkflows and omnichannel features.

• Experience delivering contact center integrations (telephony digital channels routing workforce tooling).

• Exposure tocontactcentre transformation initiatives including the rollout of new service channels or the evolution toward more integrated omnichannel capabilities.

• Exposure toAIassistedcontact center capabilities such as agent assist knowledge surfacing or service automation.

• Familiarity withcloudbasedservice platforms and integration patterns (APIseventdrivenarchitectures).

How We Work

Vanguardoperatesa hybrid working model designed to balance flexibility with meaningfulinpersoncollaboration. Our culture is highly collaborative inclusive andpurposedriven with a shared commitment to doing the right thing for our clients crew and communities.