Lead, Technology Delivery (CcaaS) - (Hybrid - Toronto)

Capco – The Future. Now.

We are looking for a strong Technology Delivery Lead to oversee and drive the implementation of a CCaaS (Contact Center as a Service) solution within a large, matrixed organization. The Lead will play a pivotal leadership role in guiding business teams through the requirements elicitation process and navigating an often ambiguous and evolving scope environment. This role will require collaboration across multiple teams to ensure alignment between business needs and technical solutions while keeping the implementation on track. The ideal candidate will be a decisive and influential leader, capable of driving clarity and focus on complex, high-stakes initiatives, bringing in thought leadership, rigour and governance to the development of requirements.

Key Responsibilities:

We are seeking an experienced Technology Delivery Lead with a proven track record in large, complex CCaaS (Contact Center as a Service) implementation and migration programs. This role will be responsible for ensuring the successful delivery of a high-visibility CCaaS migration, involving cross-functional teams, complex integrations, and large-scale system transitions. The Delivery Lead will manage the entire lifecycle of the program from planning through to execution, ensuring that the CCaaS solution is implemented successfully and aligns with both technical and business requirements. The ideal candidate will have deep expertise in CCaaS delivery, strong leadership skills, and the ability to manage large-scale migration projects within complex organizational environments.

· End-to-End Program Delivery:

o Lead the end-to-end delivery of the CCaaS implementation and migration program, ensuring all phases—from design and development to deployment and post-migration support—are executed successfully.

o Define and manage the program roadmap, establishing clear milestones and timelines, ensuring that all teams are aligned and delivering on schedule.

o Oversee the execution of the migration strategy, working closely with business and technical teams to ensure the CCaaS solution meets business needs, customer experience goals, and operational requirements.

· Cross-Functional Team Leadership:

o Manage and coordinate cross-functional teams across IT, operations, business stakeholders, and third-party vendors, ensuring alignment and efficient collaboration.

o Foster a collaborative environment, driving teams to address challenges, solve problems, and meet deadlines within the migration program.

o Provide leadership and guidance to both technical and non-technical teams, ensuring effective communication and a shared understanding of the program's objectives and deliverables.

· Stakeholder Engagement & Communication:

o Act as the primary point of contact for senior leadership, program sponsors, and stakeholders, providing clear and regular updates on program progress, risks, and key decisions.

o Manage stakeholder expectations, ensuring that all business requirements are effectively communicated and prioritized while balancing the complexities of the migration.

o Ensure alignment between the business goals, customer expectations, and technical deliverables throughout the program lifecycle.

· Risk & Issue Management:

o Proactively identify, assess, and manage risks and issues that could impact the migration program, ensuring that potential blockers are addressed promptly, working closely with the Program Manager and PMO team.

o Lead the risk mitigation strategy, resolving obstacles quickly and ensuring program continuity, especially in high-pressure situations.

o Coordinate with internal teams and vendors to ensure potential issues—such as data migration challenges, integration complexities, or legacy system dependencies—are handled effectively.

· Migration Strategy & Execution:

o Lead the execution of a phased CCaaS migration, ensuring that the transition from legacy systems to the new platform is seamless, efficient, and minimally disruptive.

o Work with business and IT teams to prioritize migration activities, managing dependencies and ensuring that all systems and processes are integrated into the new CCaaS environment.

o Oversee data migration, system integration, testing, and validation efforts, ensuring that all systems, workflows, and customer data are migrated accurately and securely.

· Vendor & Partner Management:

o Oversee relationships with third-party vendors and technology partners, ensuring they deliver on contract terms, quality expectations, and timelines.

o Ensure that external vendors are integrated effectively into the project and manage any challenges related to vendor performance, service level agreements (SLAs), or technical delivery.

· Post-Implementation Support & Optimization:

o Lead post-implementation support, ensuring that any issues identified after migration are addressed quickly and efficiently, and that the new CCaaS solution is performing optimally.

o Collaborate with operations and support teams to ensure smooth handover and ongoing system optimization following the migration.

What you’ll bring with You:

Qualifications:

Education: Bachelor’s degree in information technology, Business Administration, or a related field. A Master’s degree or relevant certifications is a plus.

Experience:

o 8+ years of experience managing and delivering large-scale CCaaS implementations and migrations (e.g., Genesys, Amazon Connect, Google, Five9, etc.).

o Proven track record of leading complex CCaaS migrations across business units and IT systems, including the full transition from legacy platforms to cloud-based contact center solutions.

o Strong experience in managing large, cross-functional teams and coordinating with business stakeholders to ensure the program meets organizational objectives.

o Expertise in managing the technical, operational, and business challenges of large migrations, including data migration, system integrations, and stakeholder management.

Skills:

o Strong leadership and team management skills, with the ability to drive delivery across multiple teams and ensure high performance in a matrixed environment.

o Excellent project management skills, with experience managing complex migration timelines, budgets, and deliverables.

o Deep technical knowledge of CCaaS solutions, cloud technologies, integration practices, and contact center operations.

o Strong problem-solving, risk management, and conflict resolution skills, especially in the context of complex migrations and integrations.

o Exceptional communication and interpersonal skills, capable of influencing senior leadership, managing stakeholder relationships, and driving team alignment.

Certifications (Preferred):

o PMP (Project Management Professional), PMI-ACP (Agile Certified Practitioner), or similar project management certifications.

o CCaaS or cloud-related certifications (e.g., Genesys Cloud Certified, AWS Certified Solutions Architect).

o ITIL or similar IT service management certification

For more information about Capco, visit www.Capco.com.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

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