As the Delivery Head for Unified Communications & Contact Center, your role involves overseeing the end-to-end delivery management of UC and Contact Center solutions. You are responsible for ensuring operational excellence, SLA compliance, profitability, cost efficiency, and driving continuous transformation through AI and emerging technologies. Your ownership includes P&L management, customer success, and strategic growth of the delivery portfolio. Key Responsibilities:
Own end-to-end delivery for Unified Communications and Contact Center programs across multiple clients and geographies
Ensure consistent achievement of SLAs, KPIs, and customer satisfaction targets
Drive delivery governance, risk management, escalation handling, and issue resolution
Standardize delivery frameworks, operating models, and best practices
Manage large-scale delivery with hands-on P&L ownership and financial accountability
Exhibit strong people leadership and stakeholder management skills
Define, track, and report delivery KPIs focusing on availability, performance, quality, and customer experience
Establish proactive SLA monitoring, root cause analysis, and continuous improvement plans
Lead AI-driven transformation initiatives in UC and Contact Center platforms
Partner with product, architecture, and innovation teams to embed AI into current offerings
Own P&L responsibility including revenue growth, margin improvement, and cost optimization
Forecast financial outcomes, manage budgets, and control delivery costs
Drive cost-efficient delivery models through right-shoring, automation, and reusable assets
Improve utilization rates, reduce delivery leakage, and optimize resource mix
Lead and mentor 500+ delivery resources including managers, architects, and specialists
Create high-performing teams through coaching, succession planning, and capability development
Act as the primary escalation point for key customers
Build strong executive-level relationships with clients and internal leadership
Support pre-sales activities, solution shaping, and delivery commitments
Qualifications Required:
1825+ years of overall experience, with 810+ years in senior delivery leadership roles
Proven experience managing large-scale delivery with 500+ resources
Strong background in financial management, P&L ownership, and cost optimization
Demonstrated expertise in AI-driven transformation initiatives and emerging technologies
Excellent stakeholder management, customer relationship, and leadership skills
If you have any additional details about the company in the JD, please provide those for a more comprehensive Job Description. As the Delivery Head for Unified Communications & Contact Center, your role involves overseeing the end-to-end delivery management of UC and Contact Center solutions. You are responsible for ensuring operational excellence, SLA compliance, profitability, cost efficiency, and driving continuous transformation through AI and emerging technologies. Your ownership includes P&L management, customer success, and strategic growth of the delivery portfolio. Key Responsibilities:
Own end-to-end delivery for Unified Communications and Contact Center programs across multiple clients and geographies
Ensure consistent achievement of SLAs, KPIs, and customer satisfaction targets
Drive delivery governance, risk management, escalation handling, and issue resolution
Standardize delivery frameworks, operating models, and best practices
Manage large-scale delivery with hands-on P&L ownership and financial accountability
Exhibit strong people leadership and stakeholder management skills
Define, track, and report delivery KPIs focusing on availability, performance, quality, and customer experience
Establish proactive SLA monitoring, root cause analysis, and continuous improvement plans
Lead AI-driven transformation initiatives in UC and Contact Center platforms
Partner with product, architecture, and innovation teams to embed AI into current offerings
Own P&L responsibility including revenue growth, margin improvement, and cost optimization
Forecast financial outcomes, manage budgets, and control delivery costs
Drive cost-efficient delivery models through right-shoring, automation, and reusable assets
Improve utilization rates, reduce delivery leakage, and optimize resource mix
Lead and mentor 500+ delivery resources including managers, architects, and specialists
Create high-performing teams through coaching, succession planning, and capability development
Act as the primary escalation point for key customers
Build strong executive-level relationships with clients and internal leadership
Support pre-sales activities, solution shaping, and delivery commitments
Qualifications Required:
1825+ years of overall experience, with 810+ years in senior delivery leadership roles
Proven experience managing large-scale delivery with 500+ resources
