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

1 year to start
​Hybrid; 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.