Company: Fujitsu

Location: Ottawa, ON

Expected salary:

Job date: Fri, 29 Nov 2024 04:43:00 GMT

Job description: Job Description:Position SummaryWe are seeking an experienced Implementation Lead to manage the end-to-end deployment of the CCaaS platform across the Government of Canada’s contact centers. The candidate will be responsible for overseeing the migration from legacy systems to the new CCaaS platform, ensuring that it integrates with WFM and other critical tools. This role involves working closely with government IT teams, external vendors, and the Change Management team to ensure a smooth transition, while meeting all non-functional requirements such as security, performance, and accessibility.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 StructureReports to the Project Leader, with frequent communication with contact center managers and government IT teams.LocationPrimarily based in Ottawa, with some flexibility for remote work. On-site presence may be required during critical project phases.Technical SkillsExpertise 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.