Technical Delivery Manager – Contact Center

Technical Delivery Manager – Contact Center
Job Location: Doha, Qatar
Job Type: Full-time
Industry: Information Technology / Telecommunications / Insurance / BFSI
Experience: 6–12 years

Key Responsibilities:
· Lead the end-to-end technical delivery of Contact Center transformation programs, including design, integration, configuration, and support.
· Act as the primary point of contact between the business, vendors, and internal IT teams for all Contact Center initiatives.
· Ensure successful deployment of omnichannel contact center platforms (voice, chat, email, social, IVR, self-service, AI/ML, etc.).
· Manage delivery roadmaps, project plan adherence and risk mitigation strategies.
· Collaborate with solution architects and engineers to validate design and integration with backend systems (CRM, policy admin, billing, etc.).
· Support cloud migrations, optimization through automation and platform scalability efforts.
· Ensure compliance with information security, data protection, and regulatory standards (e.g., QCB, DPR).
· Conduct regular reporting to senior stakeholders and ensure adherence to SLAs and KPIs.
· Drive adoption of automation tools (bots, speech analytics, workforce optimization).
· Work with the offshore engineers to deliver

Required Qualifications:
· Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
· 6+ years of experience in IT delivery or technical project management, with at least 4 years in Contact Center platforms.
· Strong understanding of Sprinkler, Genesys Cloud, NICE CXone, Cisco UCCE, Avaya Aura, or Amazon Connect.
· Familiarity with CRM integrations (e.g., Salesforce, MS Dynamics) and middleware/API gateways.
· Hands-on experience with cloud platforms (AWS, Azure) and voice networking fundamentals (SIP, SBCs, call flows).
· Strong vendor and stakeholder management skills.
· PMP, Prince2, or Agile certification would be preferred.

Preferred Skills:
· Knowledge of Arabic is a plus (spoken/written).
· Experience with Telecom domain is an added advantage.
· Experience working with GCC or Qatari clients and regulatory environments.
· Familiarity with ITIL frameworks and DevOps/Agile delivery models.
· Exposure to AI-powered contact center tools (chatbots, speech-to-text, sentiment analysis).