Advanced Specialist, Technology Solutions

Job Overview

The Advanced Agile Delivery Specialist is a senior delivery leader responsible for orchestrating the successful implementation and continuous evolution of contact center solutions across AWS Connect Five9 and Salesforce and related platforms.

This role will operate within Agile delivery frameworks to drive predictable high-quality outcomes by leading sprint ceremonies managing cross-team dependencies and ensuring alignment between business priorities and technical execution.

This individual owns end-to-end delivery across business and technology workstreams ensuring that CRM enhancements telephony integrations and contact center capabilities are delivered cohesively balancing speed stability scalability and security.

This role partners closely with the CRM Service Delivery and Rev Ops CSX teams to align on priorities sequencing and resource allocation across platform integration and operational readiness efforts.

Key Responsibilities

1. Agile Delivery Leadership & Execution

• Lead Agile delivery processes including daily standups sprint planning backlog refinement and retrospectives.

• Drive predictable sprint outcomes ensuring clear scope definition acceptance criteria and delivery commitments.

• Orchestrate delivery across AWS Connect Five9 and Salesforce workstreams ensuring coordination of platform development and integration efforts.

• Maintain a well-groomed backlog aligned to business priorities roadmap and technical dependencies.

2. End-to-End Delivery Orchestration

• Manage full lifecycle delivery from intake through design build testing deployment and stabilization.

• Coordinate across CRM CCaaS integrations and operational teams to ensure seamless solution delivery.

• Ensure alignment between business objectives architecture and delivery plans.

• Oversee release planning and sequencing across multiple concurrent initiatives.

3. Cross-Team Collaboration & Stakeholder Management

• Partner with CRM Service Delivery and Rev Ops CSX to align timelines priorities and interdependencies.

• Act as a central point of coordination across engineering architecture product operations and vendors.

• Facilitate transparent communication of progress risk and dependencies to stakeholders and leadership.

• Drive alignment across business and technical teams to ensure shared ownership of outcomes.

4. Risk Dependency & Issue Management

• Proactively identify delivery risks including:

  • External dependencies

  • Environment constraints

  • Resourcing gaps

  • Platform limitations

• Implement mitigation strategies before risks impact delivery timelines or service quality.

• Manage cross-platform dependencies across AWS Connect Five9 and Salesforce ecosystems.

• Ensure strong governance around issue tracking escalation and resolution.

5. Contact Center & CRM Solution Enablement

• Provide delivery leadership across:

  • AWS Connect (CCaaS routing voice chat)

  • Five9 (IVA telephony outbound orchestration)

  • Salesforce (Service Cloud Agentforce Service Cloud Voice)

• Collaborate with architects and engineers to ensure solutions are:

  • Scalable

  • Secure

  • Maintainable

  • Aligned to enterprise standards

• Support cohesive delivery of agentic chat voice automation and CRM-driven service experiences.

6. Performance Management & Reporting

• Establish and track delivery KPIs including:

  • Sprint predictability

  • Velocity and throughput

  • Defect rates and quality metrics

  • Business outcome alignment

• Provide transparent reporting on progress risks and impediments.

• Ensure delivery outcomes are tied to measurable business value (e.g. efficiency CX improvements cost reduction).

7. Vendor & Partner Coordination

• Manage delivery coordination across third-party vendors and platform partners (AWS Five9 Salesforce).

• Ensure external teams are aligned to delivery timelines quality standards and integration requirements.

• Drive accountability across internal and external contributors.

8. Continuous Improvement & Delivery Excellence

• Foster a culture of continuous improvement accountability and delivery discipline.

• Identify opportunities to improve:

  • Agile processes

  • Tooling and automation

  • Release management practices

• Promote best practices in Agile delivery and scaled coordination across complex programs.

Key Skills & Qualifications

Education

• Bachelors degree in computer science Information Technology Business Administration or related field.

Experience

• 7 years in Agile delivery program management or technical delivery leadership roles.

• Proven experience delivering complex cross-platform contact center or CRM solutions.

• Demonstrated success managing multi-team dependency-heavy delivery environments.

Technical & Platform Expertise

• Strong experience with:

  • AWS Connect (CCaaS routing integrations)

  • Five9 (IVA telephony platforms)

  • Salesforce (Service Cloud integrations CRM delivery)

  • Workforce & Quality Management platforms

• Familiarity with integrations APIs middleware and enterprise architecture patterns.

• Understanding of contact center operations customer experience workflows and omnichannel service models.

Agile & Delivery Capabilities

• Deep expertise in Agile frameworks (Scrum/Kanban) and delivery governance.

• Strong backlog management sprint planning and cross-team orchestration skills.

• Ability to manage complex dependencies across multiple platforms and teams.

Leadership & Behavioural Competencies

• Exceptional stakeholder management and communication skills.

• Strong critical thinking and problem-solving capabilities.

• Demonstrated ability to:

  • Drive alignment

  • Influence without authority

  • Navigate ambiguity

• Promotes accountability collaboration and continuous improvement.

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