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Int. Product Lead to oversee an AWS CCaaS deployment following agile delivery - 4136

Job Type: Contract
Positions to fill: 1
Start Date: Feb 06, 2023
Job End Date: Feb 29, 2024
Pay Rate: Hourly: Negotiable
Job ID: 126965
Location: Toronto

1 year to start
‚ÄčHybrid; Candidates based in GTA. May need to go to office 1-2 days/week initially.

We are looking for a strong and well-rounded Agile Delivery Lead to lead a Squad for CCaaS (Contact Center as a Service by AWS ) deployment.

Key Responsibilities:
  • Lead the deployment and adoption of CCaaS.
  • Oversee product adoption and customer enablement – monitor and measure adoption and usage metrics.
  • Deliver and action defined measurement of priority metrics for CCaaS platform that inform actions that positively influence the success of Clients, Agents, and Teams
  • Deliver vision, strategy, and roadmap for the team
  • Facilitate ideation using design thinking methodologies. Contribute to business case of the product through understanding of strategy, value proposition, competitive landscape, and investment needs
  • Work with a large set of internal and external stakeholders to develop joint product plans, gather feedback, manage dependencies, and ensure success
  • Own function backlog with clarity, urgency, and accountability. Manage backlogs, priorities, and dependencies across teams to make sure features land on time and with high quality.
  • Own activities management process including escalations, problem resolution and driving outcomes while building long lasting relationships
  • Actively drive and present product plans and reviews, demos, and competitive analyses with the team, partners and executive leadership.
  • Work with larger program teams in scaled agile environment on building external communication and action plans using JIRA, Confluence, and other tools

Must haves: 
  • 5+ years of product lead delivering agile results working with Scrum, Kanban
  • Contact Centre implementation experience- Contact Center technologies (IVR, Switch, Chatbot, Voicebot etc.)
  • General Cloud (e.g. AWS) experience
Nice to haves:
  • AWS CCaaS and/ or AWS Cloud 
  • PMP
  • Contact Center implementation experience in banks is relevant.

Team Size and Environment? (Open concept, loud, interactive, etc.) 15 people in the squad plus 50+ in the development team.