Contact Centre Delivery Lead Telco

We are looking for an experienced Contact Centre Delivery Lead to join a major telecommunications transformation program. This role will lead the delivery of large-scale contact centre initiatives working across business and technology teams to drive successful outcomes in a fast-paced enterprise environment.

You will play a key role in managing end-to-end delivery across customer service operations technology and vendor stakeholders ensuring programs are delivered on time within scope and aligned to business objectives.

• Lead the delivery of contact centre transformation initiatives within a complex telco environment
• Manage end-to-end project delivery across technology operations and business streams
• Coordinate cross-functional teams including business stakeholders vendors architects engineers and delivery partners
• Drive delivery governance RAID management reporting and executive stakeholder engagement
• Oversee implementation activities relating to contact centre platforms customer experience and operational uplift
• Ensure alignment between business requirements delivery plans and technical execution
• Manage dependencies risks and issues across multiple workstreams
• Support change management and business readiness activities to enable successful adoption

Qualifications :

• Proven experience as a Delivery Lead Program Lead or Senior Project Manager within telecommunications
• Strong background delivering contact centre or customer service transformation programs
• Experience working with enterprise contact centre technologies such as Genesys Amazon Connect Cisco NICE or similar platforms
• Strong stakeholder management skills with the ability to engage senior executives and operational teams
• Experience managing complex vendor and system integration environments
• Strong understanding of Agile and/or hybrid delivery methodologies
• Excellent communication leadership and problem-solving skills
• Experience delivering digital customer experience initiatives
• Exposure to CRM workforce management or AI-enabled contact centre solutions
• Previous experience working in large enterprise or consulting environments

Additional Information :

Why join us: 

NCS Australia is where you can feel at home nurturing your talents and skills as we make tomorrow together one day at a time. Our benefits include paid parental leave initiatives focused on your well-being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint industry and partner training programs special interest groups and an AI-driven learning platform. No matter where you are in your career we offer meaningful work and opportunities for growth.

NCS Australia is an equal-opportunity employer and we take pride in our commitment to valuing and supporting our people and the communities we are dedicated to attracting retaining and developing our people regardless of gender identity ethnicity sexual orientation disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans Aboriginal and/or Torres Strait Islander community.

At NCS Australia we are committed to supporting adjustments throughout the recruitment and selection process as well as during employment. We actively support and encourage people with disability to apply. 

Agencies:

Weve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process no fee or payment will be given.

Work rights and background checks: 

To be eligible for a position with us applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process including probity and police checks

Remote Work :

No

Employment Type :

Contract