Delivery Lead - Remote
Posted Today by The Dignify Solutions, LLC
Negotiable
Undetermined
Remote
Remote
Summary: The Delivery Lead role focuses on overseeing enterprise CRM or Contact Center implementation projects, requiring extensive IT experience and leadership skills. The position emphasizes delivering large-scale Customer Experience initiatives and implementing Microsoft Dynamics 365 and Genesys solutions. Strong integration knowledge and familiarity with cloud technologies are essential for success in this remote role. The ideal candidate will also possess excellent communication skills and experience in healthcare or government customer service implementations.
Key Responsibilities:
- Lead enterprise CRM or Contact Center implementation projects.
- Deliver large-scale Customer Experience (CX) transformation initiatives.
- Implement Microsoft Dynamics 365 Customer Service and Genesys Cloud CX or Genesys Engage solutions.
- Integrate CRM platforms with telephony, CTI, IVR, and omnichannel communications.
- Understand and manage contact center operations and workflows.
- Utilize REST APIs and Azure Integration Services for middleware solutions.
- Deliver cloud-based SaaS implementations using Azure and Microsoft technologies.
- Apply Agile, Scrum, and DevOps methodologies in project delivery.
- Prepare executive reports and project status updates.
- Preferably deliver healthcare, Medicaid, or government customer service implementations.
Key Skills:
- 10 years of IT experience with at least 5 years in leadership roles.
- Experience in Customer Experience and Contact Center transformation.
- Hands-on experience with Microsoft Dynamics 365 Customer Service.
- Experience with Genesys Cloud CX or Genesys Engage solutions.
- Integration knowledge of CRM platforms with telephony and communications solutions.
- Understanding of contact center operations and service workflows.
- Knowledge of REST APIs and Azure Integration Services.
- Experience with cloud-based SaaS implementations.
- Familiarity with Agile, Scrum, and modern software delivery methodologies.
- Strong communication skills for executive reporting.
- Preferred experience in healthcare or government customer service.
Salary (Rate): £45
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Required Skills and Qualifications
- 10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects.
- Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.
- Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service.
- Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions.
- Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions.
- Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows.
- Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns.
- Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies.
- Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies.
- Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms.
- Strong written and verbal communication skills with experience preparing executive reports and project status updates.
- Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred.