Implementation Lead

1 month ago


Ottawa, Canada Fujitsu Full time

**Position Summary**

**Key Responsibilities**
- Deployment Management: Oversee the migration of eight contact centers from HCCS to CCaaS, ensuring that all project phases are executed on schedule and within budget.
- Integration Coordination: Ensure the seamless integration of WFM, knowledge management, and other key systems into the CCaaS platform.
- Testing and Validation: Manage the testing strategy, ensuring that all non-functional requirements, including performance, load, and accessibility, are met prior to go-live.
- Stabilization and Hypercare: Lead the post-deployment stabilization period, ensuring that all system issues are resolved quickly and that performance metrics are achieved.
- Vendor Management: Work with third-party vendors to ensure that their systems integrate seamlessly with the CCaaS platform and that they meet the government’s compliance and performance requirements.
- Collaboration with Change Management: Work closely with the Change Management Lead to ensure that all stakeholders are trained and ready for the system’s launch, ensuring a smooth handover to operations.
- Ongoing Reporting: Provide detailed reports to the Project Leader, focusing on progress, risks, and issue resolution.

**Reporting Structure**

Reports to the Project Leader, with frequent communication with contact center managers and government IT teams.

**Location**

Primarily based in Ottawa, with some flexibility for remote work, from either Canada or the US. On-site presence in Ottawa may be required during critical project phases.

**Technical Skills**

Expertise in JIRA, Confluence, and project management tools for managing Agile/Waterfall hybrid projects.

**Qualifications**
- Minimum 8 years of experience in leading IT implementations, particularly for large-scale contact center platforms.
- Expertise in managing government IT projects, with a deep understanding of non-functional requirements (security, accessibility, scalability).
- Proven experience in managing cross-functional teams and leading complex migration projects.
- Strong background in vendor management, ensuring that external providers deliver on contract requirements and integrate smoothly with existing systems.

LI-MB1


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