Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Location - Philadelphia, PA
Job Description
We are seeking a highly skilled Technical Delivery Manager with expertise in Contact Center solutions, specifically focusing on Agent Assist technologies built on the AWS stack. The ideal candidate will lead technical teams to deliver innovative solutions that enhance agent productivity and improve customer experiences.
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Key Responsibilities:
- Project Management: Oversee the planning, execution, and delivery of Contact Center Agent Assist projects on the AWS platform.
- Manage project timelines, budgets, and resources to ensure successful completion of initiatives.
- Technical Leadership: Collaborate with cross-functional teams, including software engineers, data scientists, and product managers, to design and implement Agent Assist solutions. Serve as the primary technical point of contact for internal and external stakeholders.
- Solution Development: Guide the architecture and design of Agent Assist technologies leveraging AWS services (e.g., AWS Lambda, Amazon Lex, Amazon Connect).
- Ensure solutions meet business requirements and align with best practices for cloud development.
- Stakeholder Management: Communicate effectively with stakeholders to gather requirements, provide updates, and manage expectations. Foster strong relationships with customers, understanding their needs and driving customer satisfaction.
- Quality Assurance: Implement best practices for quality assurance and testing to ensure high-quality deliverables. Monitor project performance and make adjustments as necessary to achieve goals.
- Continuous Improvement: Analyze project outcomes to identify areas for improvement and implement lessons learned in future projects.
- Stay updated on industry trends and AWS advancements to leverage new technologies for Agent Assist solutions.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; a Master's degree is a plus.
- 5+ years of experience in project management, with a focus on contact center technologies and AWS.
- Proven experience in delivering technical solutions in a cloud environment, preferably with AWS.
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.