Technical Delivery Manager
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Key skills for this role
Role Overview
The Technical Delivery Manager, Contact Centre Technologies will lead complex contact centre technology initiatives across Rogers.
The role combines technical delivery leadership, platform modernization, stakeholder management, and data-driven decision-making.
The position supports secure, scalable, and customer-focused technology solutions.
Key Skills for This Role
Full Job Posting
About the role
The Technical Delivery Manager, Contact Centre Technologies will lead complex contact centre technology initiatives across Rogers.
The role combines technical delivery leadership, platform modernization, stakeholder management, and data-driven decision-making.
The position supports secure, scalable, and customer-focused technology solutions.
What you will do
- Lead delivery from planning and design through testing, deployment, HyperCare, and operational handoff.
- Manage IVR, IVA, voice routing, Agentic AI, authentication, customer identification, call steering, and live-agent handoff capabilities.
- Own delivery plans, roadmaps, milestones, RAID logs, release readiness, change control, and executive reporting.
- Coordinate testing and production readiness, including UAT, regression testing, voice journey validation, and synthetic call testing.
- Use customer insights, KPIs, SQL, BigQuery data, and operational reporting to improve containment, routing accuracy, self-service, and customer experience.
- Manage risks, blockers, vendor dependencies, production defects, operational impacts, and post-implementation improvements.
- Support AI governance, documentation, runbooks, lessons learned, and continuous improvement.
Technical scope
- Contact centre platforms include Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, IVR, IVA, routing, reporting, integrations, and operational support.
- AI and automation include Agentic AI, conversational AI, workflow orchestration, NLU, DTMF/ANI/DNIS handling, and responsible AI readiness.
- Data and analytics include KPI tracking, customer journey analysis, SQL, BigQuery, containment, routing accuracy, and performance optimization.
What you bring
- Degree or diploma in computer engineering, information technology, computer science, business technology, or equivalent experience.
- At least 8 years of experience in technology delivery, product management, or technical program leadership.
- Experience delivering solutions with Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, or comparable platforms.
- Strong understanding of scope, schedule, RAID, dependencies, vendor management, release management, and change control.
- Experience with platform modernization, customer journey mapping, KPI development, SQL or BigQuery analysis, and customer experience improvement.
- Ability to communicate complex technical concepts clearly to technical teams, business stakeholders, vendors, and senior leaders.
- Proven ability to manage multiple high-visibility initiatives, remove blockers, drive decisions, and maintain delivery momentum.
Work environment
- This is an on-site role based in Brampton, Ontario.
- Occasional after-hours support may be required for major deployments, incident bridges, cutovers, HyperCare, and business-critical launches.
- Corporate employees are expected to work onsite.
Schedule and position details
- The position is full time and regular, with a day shift.
- Travel requirements are listed as none.
- A Canadian criminal record check is required before employment.
Compensation and benefits
- The posting states that the role includes a competitive salary and annual bonus.
- Benefits include health and dental coverage, pension, RRSP, TFSA, stock matching, paid volunteer time, discounts, and wellness programs.
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