Contact Centre Delivery Lead

Responsibilities

• Lead the delivery of large-scale contact centre transformation initiatives within a complex telecommunications environment
• Manage end-to-end project delivery across technology, operations, and business streams
• Coordinate cross-functional teams including business stakeholders, vendors, architects, and engineers
• Drive delivery governance, RAID management, reporting, and executive stakeholder engagement
• Oversee implementation activities relating to contact centre platforms and customer experience
• Manage dependencies, risks, and issues across multiple workstreams
• Support change management and business readiness activities to ensure successful adoption

Requirements

• Proven experience as a Delivery Lead, Program Lead, or Senior Project Manager within the telecommunications industry
• Strong background in delivering contact centre or customer service transformation programs
• Experience with enterprise contact centre technologies such as Genesys, Amazon Connect, Cisco, or NICE
• Strong stakeholder management skills with the ability to engage senior executives
• Experience managing complex vendor and system integration environments
• Proficiency in Agile and/or hybrid delivery methodologies
• Experience delivering digital customer experience initiatives or working with CRM and AI-enabled solutions

Benefits

• Paid parental leave and well-being initiatives
• Discounted health insurance and various product discounts
• Regular recognition and rewards for high performance
• Access to career development through industry training and an AI-driven learning platform

About the Company

NCS Australia is a team of innovators and problem-solvers shaping the future of technology services. We partner with government and enterprise organisations across the APAC region to tackle complex challenges and deliver solutions that drive lasting impact.