Position: Service Delivery Lead (Contact Center as a Service- (CCaas))Type: 6 month contract + extensionsLocation: Hybrid Toronto - 1 day a week on siteRate: 70-90/hr incorporatedRequired Skills and ExperienceProven track record as a Director or Manager in delivering large-scale enterprise initiatives for Contact Center technology, preferably with CCaaS experience.Demonstrated expertise in implementation strategy, management, release engineering, and project-to-Day 2 transitions (technical operations experience).Ability to support the overall migration and integration to ensure the contact center environment is operationally ready and does not disturb operations, where the focus is most significant.Strong technical background, including hands‑on experience reviewing application designs and supporting infrastructure setup in complex environments.Proven experience managing complex release schedules in financial services or other highly regulated settings.Solid understanding of the Software Development Lifecycle (SDLC), IT Service Management (ITSM) principles, and DevOps/CI‑CD practices.Hands‑on experience with tools such as JIRA, Confluence, and ServiceNow.Excellent leadership presence with superior verbal and written communication skills, capable of engaging effectively with both technical teams and executive stakeholders.Strong analytical and problem‑solving skills with the ability to operate autonomously.Job DescriptionInsight Global is seeking a strategic and results-driven Delivery Lead to support a leading bank's Service Delivery organization with a focus on Contact Center as a Service (CCaaS) initiatives.



This role is critical to the successful implementation of a new CCaaS platform and the transition from project delivery into a stable Day 2 operational model.The Delivery Lead will serve as the central point of contact across all Contact Center Service Delivery (CCSD) functions and will partner closely with CCSD leadership, including Senior Directors and Directors. This individual will be accountable for end‑to‑end delivery across monitoring, incident management, infrastructure implementation, service management, and contract alignment, while ensuring strict adherence to enterprise change management and compliance standards.ResponsibilitiesOversee End‑To‑End Deliverables: Lead the planning, coordination, and execution of all CCSD activities, ensuring seamless integration of technical and operational requirements.Strategic Planning: Develop, own, and maintain comprehensive implementation plans, covering scheduling, communication, risk mitigation, and execution oversight.Stakeholder Collaboration: Partner seamlessly with internal technology teams, business stakeholders, and external vendors to align implementation activities with project goals and technical standards.Risk Management: Proactively identify potential risks, issues, and dependencies; develop and implement effective mitigation strategies to ensure successful releases.Implementation Strategy: Collaborate closely with business stakeholders to define the overall implementation strategy for CCaaS initiatives. Translate business requirements into actionable technical and operational plans, and oversee the execution of these plans to ensure alignment with organizational objectives and optimal business outcomes.Process & Compliance: Uphold and enhance operational readiness and control processes, ensuring full compliance with the institution’s rigorous standards.Pay range for this role is between $70/hr - 90/hr CAD.#J-18808-Ljbffr

📌 Service Delivery Lead (Contact Center As A Service) - C$70 - C$90 An Hour (Winnipeg)
🏢 Insight Global
📍 Winnipeg