Project Management:

• Lead and manage multiple engineering projects from inception to completion, ensuring timely delivery and alignment to budget.
• Develop project plans, set milestones, and track progress to ensure successful project execution.
• Identify and mitigate project risks and issues promptly.

Innovation and Continuous Improvement:

• Stay abreast of industry trends and emerging technologies to drive innovation within the contact center.
• Implement standard processes and continuous improvement initiatives to enhance contact center performance and customer satisfaction.
• Evaluate and recommend new tools and technologies to improve contact center operations.

Collaboration and Communication:

• Work closely with partners, including IT, operations, and internal business teams, to understand their needs and ensure technology solutions meet business requirements.
• Communicate effectively with senior management, providing regular updates on project status, performance metrics, and critical initiatives.
• Foster a culture of open communication and collaboration within the engineering team and across the organization.

What It Takes

Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree preferred.

Minimum of 5-7 years of experience in contact center technology and engineering, with at least 3 years in a leadership role.

Strong knowledge of contact center systems and technologies, including ACD, IVR, CRM, VoIP, and workforce management.

Proven experience in project management and delivering complex engineering projects on time and within budget.

Excellent leadership, communication, and interpersonal skills.

Ability to think strategically and drive innovation.

Strong problem-solving and analytical abilities.

Experience with telecom carrier operations.

Preferred Qualifications

Genesys certification (e.g., Genesys Certified Professional) is highly desirable.

Experience with cloud-based contact center solutions, particularly Genesys Cloud.

Proficiency in programming languages such as Python or Java, and experience with AI frameworks and tools.

Knowledge of data analytics and reporting tools to measure and optimize contact center performance.

Familiarity with ITIL processes and best practices for IT service management.

Familiarity with Agile methodology and work processes.

Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), or Cisco Certified Design Professional (CCDP) preferred.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

Our commitment to diversity, equity, and inclusion

Vanguard's commitment to diversity, equity, and inclusion (DEI) is central to our ability to deliver on our mission. We aspire to create a work environment that is inclusive, equitable, and diverse-one that enables our employees, whom we call crew, to thrive and bring their best selves to work every day on behalf of our clients.

Cultivating DEI lifts our entire organization, and everyone shares accountability for our progress-from our senior leaders who lay the foundation and set the example for inclusive behaviors to crew who are growing in their personal DEI learning experiences.

Together, we're on a mission. We are fueled by the value of diverse voices and connected through friendships and a culture of care-for our clients, our communities, and each other.

Vanguard's DEI journey has no finish line. Our commitment is enduring, and we remain focused on the path ahead. To learn more about Vanguard goals and progress toward DEI, download our Diversity, Equity, and Inclusion Report .

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.