Senior Implementation Manager

Senior Manager, Deployment

ACLIVITI Consulting Group (ACG)

Our Delivery team is seeking a dynamic and self-motivated Senior Manager to join our team. The Ideal candidate will be instrumental in delivery workstreams, supporting the implementation of CCaaS (Contact Center as a Service) capabilities and translating our client's business goals into industry leading designs. This role is perfect for a motivated individual who excels at translating our client's business goals into technical solutions and for someone who enjoys managing and developing a team of technical resources.

Why We’re Different:

At ACG, our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.

We are:

• A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
• Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
• Passionately focused on solving client issues and building relationships.
• Striving to work with cutting edge CCaaS and AI technologies.
• A close-knit, professional, fun, hard-working team dedicated to continuous improvement.

Our Clients Are:

• Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses.
• Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
• Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How we solve:

• Our unique end to end continuous improvement cycle includes 3 areas of focus in order to align stakeholders, plan realistic goals, ensure the work gets done, and guarantee outcomes:
  • Strategy - Health Checks, Maturity Assessments, CX Roadmaps, Contact Center Platform Selections, Journey and Experience mapping
  • Execution – PMO, system integration and deployment
  • Support - Ongoing Advisory services in all aspects of end to end needs.
• We Align Stakeholders by engaging IT, Operations, Business, and Finance Executives to ensure complete cross-functional buy-in of the solution, timeline, and outcomes.
• We provide a true partner-centric approach that ensures we support our clients before, during, and after their vendor selection and implementation process
• We create client-side plans focusing on outcome achievement that accelerates the decision process, and subsequently guides clients through what can be complex, long-cycle deployment programs.
• Build board-ready business case models for CCaaS and UCaaS transformation programs that includes 5-year cash flow projections, and thorough ROI analysis and program justification.

The Senior Manager, Deployment Services Will:

LMA (Lead – Manage – Accountability)

• Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcomes
• Manage assigned tasks and objectives from start to finish, accountable to the project and program plan's integrity and budgets
• Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
• Work with leadership to engage in continuous process improvement
• Provide unbiased, generalist-level understandings of Gartner Magic Quadrant CCaaS platforms, specifically Leaders, Challengers, and Visionaries
• Provide best-in-class services for strategizing, planning, designing, and selling cloud-based, “as-a-service” transformation initiatives

Build & Maintain Relevant Technology Expertise

• Support clients with their understanding of platforms and 3rd party capabilities by articulating across:
  • Omni-channel Routing
  • Customer Analytics
  • Workforce Engagement
  • Applicable Marketplace Bolt-on Capabilities (i.e. Security, AI, etc)
• Provide platform implementation consultation on multiple CCaaS platforms (CXone and/or Genesys Cloud, Five9, 8x8, TalkDesk, etc)
• Continue to review platform, CCaaS, and Contact Center best-practices and release information
• Provide platform implementation consultation on UCaaS capabilities as integrated/supporting solutions part of broader, longer-term transformation programs
• Design and maintain reusable code libraries
• Contribute to employee development, team development and 1:1 growth

Lead Complex Implementation Deliverables

• Own and support SME resourcing for CCaaS implementations in client programs
• Own and be esponsible for the end-to-end design of enterprise CCaaS technical architecture requirements, including:
  • Omnichannel routing strategies (dialers, Chat, email, SMS, etc)
  • ACD/IVR design
  • API approach and external data integrations
  • Workforce Engagement
• Perform and manage IT and business stakeholder interviews for the purposes of establishing final business requirement milestone(s)
• Be responsible for estimating and supervising technical resourcing efforts (internal and 3rd party) for all phases of the deployment/implementation project
• Own Executive readouts where appropriate for Program Risks/Issues

Lead Complex Technical Consultation

• Own the development of technical strategies, systems solutions and architectural roadmaps
• Assume the role of Subject Matter Expert (SME) in understanding operational impacts of technology decisions, and educate both technical and non-technical stakeholders around impacts to the business
• Own testing strategies, execution and defect resolution per the documented design
• Own and align with senior managers of PMO on project proposal development and SOWs, and work with delivery teams both internally and externally to develop deployment level of effort estimates, detailed task plans, and implementation timelines

Manage Deployment Documentation Standards

• Be accountable to vendor-specific Business Requirements Documentation (BRD) versioning through to client sign-off
• DraftStatements of Work (SOW) and Pricing Models where Deployment Services scope is required

Our ideal candidate will:

• Bring 5-7 years’ experience in CCaaS software design, documenting and implementing enterprise-level clientele
• Have Bachelor's degree or higher (computer science or computer engineering preferred)
• Have experience leading, managing and mentoring engineering teams. Including conducting code reviews and establishing best practices standards for coding and documentation
• Have demonstrated ability to manage, lead and develop technical consulting teams in a fast-paced, client-focused setting.
• Have proven capability to mentor, develop, and inspire team members to achieve and exceed project goals and deliverables.
• Exhibit strong interpersonal skills with the ability to effectively navigate team and client dynamics, fostering a collaborative working environment.
• Have experience with coding languages such as JavaScript, Python, Java, C++
• Have expert experience with NICE CXOne and/or Genesys Pure Cloud as priorities; other CCaaS platforms and capabilities further benefit
• Have experience building and managing portfolios of re-usable scripting and development templates that include current industry standard best practices
• Possess financial acumen relative to project budgets, internal budget, and COGS
• Have SME level experience with REST and SOAP API integrations, including the ability to design and implement complex integrations
• Possess a very strong background in contact center platforms and technology and the ability to articulate their technical differences and business value to a wide range of audiences
• Possess skills in communicating through a variety of mediums with many different audiences and objectives
• Have experience in generating and monitoring employee schedules and forecasts