Senior Agile Delivery Specialist - Contact Center & CRM Solutions

Advanced Specialist, Technology Delivery

Job Overview

The Advanced Agile Delivery Specialist is a senior delivery leader responsible for orchestrating the successful implementation and continuous evolution of contact center solutions across AWS Connect, Five9, and Salesforce and related platforms.

This role will operate within Agile delivery frameworks, to drive predictable, high-quality outcomes by leading sprint ceremonies, managing cross-team dependencies, and ensuring alignment between business priorities and technical execution.

This individual owns end-to-end delivery across business and technology workstreams, ensuring that CRM enhancements, telephony integrations, and contact center capabilities are delivered cohesively – balancing speed, stability, scalability, and security.

This role partners closely with the CRM Service Delivery and Rev Ops CSX teams to align on priorities, sequencing, and resource allocation across platform, integration, and operational readiness efforts.

 

Key Responsibilities

1. Agile Delivery Leadership & Execution

• Lead Agile delivery processes including daily standups, sprint planning, backlog refinement, and retrospectives.

• Drive predictable sprint outcomes, ensuring clear scope definition, acceptance criteria, and delivery commitments.

• Orchestrate delivery across AWS Connect, Five9, and Salesforce workstreams, ensuring coordination of platform development and integration efforts.

• Maintain a well-groomed backlog aligned to business priorities, roadmap and technical dependencies.

   

2. End-to-End Delivery Orchestration

• Manage full lifecycle delivery from intake through design, build, testing, deployment, and stabilization.

• Coordinate across CRM, CCaaS, integrations, and operational teams to ensure seamless solution delivery.

• Ensure alignment between business objectives, architecture, and delivery plans.

• Oversee release planning and sequencing across multiple concurrent initiatives.

   

3. Cross-Team Collaboration & Stakeholder Management

• Partner with CRM Service Delivery and Rev Ops CSX to align timelines, priorities, and interdependencies.

• Act as a central point of coordination across engineering, architecture, product, operations, and vendors.

• Facilitate transparent communication of progress, risk, and dependencies to stakeholders and leadership.

• Drive alignment across business and technical teams to ensure shared ownership of outcomes.

   

4. Risk, Dependency & Issue Management

• Proactively identify delivery risks including:

  • External dependencies

  • Environment constraints

  • Resourcing gaps

  • Platform limitations

• Implement mitigation strategies before risks impact delivery timelines or service quality.

• Manage cross-platform dependencies across AWS Connect, Five9, and Salesforce ecosystems.

• Ensure strong governance around issue tracking, escalation, and resolution.

 

5. Contact Center & CRM Solution Enablement

• Provide delivery leadership across:

  • AWS Connect (CCaaS, routing, voice, chat)

  • Five9 (IVA, telephony, outbound orchestration)

  • Salesforce (Service Cloud, Agentforce, Service Cloud Voice)

• Collaborate with architects and engineers to ensure solutions are:

  • Scalable

  • Secure

  • Maintainable

  • Aligned to enterprise standards

• Support cohesive delivery of agentic chat, voice automation, and CRM-driven service experiences.

 

6. Performance Management & Reporting

• Establish and track delivery KPIs, including:

  • Sprint predictability

  • Velocity and throughput

  • Defect rates and quality metrics

  • Business outcome alignment

• Provide transparent reporting on progress, risks, and impediments.

• Ensure delivery outcomes are tied to measurable business value (e.g., efficiency, CX improvements, cost reduction).

   

7. Vendor & Partner Coordination

• Manage delivery coordination across third-party vendors and platform partners (AWS, Five9, Salesforce).

• Ensure external teams are aligned to delivery timelines, quality standards, and integration requirements.

• Drive accountability across internal and external contributors.

   

8. Continuous Improvement & Delivery Excellence

• Foster a culture of continuous improvement, accountability, and delivery discipline.

• Identify opportunities to improve:

  • Agile processes

  • Tooling and automation

  • Release management practices

• Promote best practices in Agile delivery and scaled coordination across complex programs.

 

Key Skills & Qualifications

Education

• Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.

 

Experience

• 7+ years in Agile delivery, program management, or technical delivery leadership roles.

• Proven experience delivering complex, cross-platform contact center or CRM solutions.

• Demonstrated success managing multi-team, dependency-heavy delivery environments.

   

Technical & Platform Expertise

• Strong experience with:

  • AWS Connect (CCaaS, routing, integrations)

  • Five9 (IVA, telephony platforms)

  • Salesforce (Service Cloud, integrations, CRM delivery)

  • Workforce & Quality Management platforms

• Familiarity with integrations, APIs, middleware, and enterprise architecture patterns.

• Understanding of contact center operations, customer experience workflows, and omnichannel service models.

   

Agile & Delivery Capabilities

• Deep expertise in Agile frameworks (Scrum/Kanban) and delivery governance.

• Strong backlog management, sprint planning, and cross-team orchestration skills.

• Ability to manage complex dependencies across multiple platforms and teams.

   

Leadership & Behavioural Competencies

• Exceptional stakeholder management and communication skills.

• Strong critical thinking and problem-solving capabilities.

• Demonstrated ability to:

  • Drive alignment

  • Influence without authority

  • Navigate ambiguity

• Promotes accountability, collaboration, and continuous improvement.

 

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Experience Level

Senior Level