Delivery Manager I, Contact Center (Hybrid)

Job Title 

Job Description

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

As part of the Contact Center Engineering team, the Delivery Manager I - Contact Center will be responsible for facilitating the overall delivery of Contact Center Technology initiatives while maintaining and evolving Agile best practices ensuring that initiatives support the corporate vision.

The person in this role will have daily responsibility for facilitating and supporting the delivery of a variety of contact center technology solutions, integrations, and related services, ensuring that the Agile framework is followed. The Delivery Manager will work closely with the Product, Development, and QA teams to ensure that user stories are properly defined and that the team has a clear understanding of project goals and priorities. They also organize and lead daily scrum meetings, sprint reviews, and retrospectives, helping to identify and remove any obstacles that may be hindering Contact Center Engineering initiatives.

Primary/Key Responsibilities

• Facilitate agile planning, daily stand-up meetings, Jira board reviews, retrospectives, release planning, demos and other Agile related meetings.
• Ensure the development and QA teams are practicing the core agile principles of collaboration, prioritization, and team accountability.
• Remove impediments and foster an environment for high-performing team dynamics to increase probability of success each sprint.
• Work with the product team in creating and maintaining the User Stories, Deliverables, Backlog, Jira board and Team Capacity planning. 
• Coach teams in self-organization, continuous improvement and Scrum framework practices.
• Incorporate lessons learned and continuous improvements into the delivery cycle.
• Prioritize work, handle multiple tasks, achieve set goals, and deliver timely results. 
• Resource management, including capacity planning, of both internal and external resources assigned to a project
• Accountable for on time and quality delivery of new/enhanced functionality
• Track and report on project metrics, including team velocity, sprint progress, and release plans.
• Must be willing and able to alter shift schedules as user support demands change or technical projects require. This may require evening, weekends or night shift work for various lengths of time, including on-call rotation.
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred 

Minimum Qualifications

• Bachelor’s Degree or Acceptable Experience in Lieu of Education
• 2 + years demonstrated experience in an Agile Delivery role
• Experience working on agile teams that release at least every two weeks
• Proven experience as a Delivery manager,  Scrum Master or Agile Coach, preferably in a software development environment.
• Strong knowledge and understanding of Agile principles, values, and frameworks, such as Scrum and Kanban.
• Exhibits the behaviors of a Lean-Agile Leader with a Lean-Agile Mentality. Helps the team accept Agile Core Values, adopt and apply Agile  Principles, and implement Agile  practices.
• Experience in using Agile project management tools like (e.g., Jira, Confluence) and metrics (e.g., Power BI)  to measure progress and drive continuous improvement.
• Active knowledge of Software development lifecycle.
• Strong problem-solving and conflict resolution skills, with the ability to address challenges and promote a collaborative work environment.
• Able to work independently and as part of a team
• Follow processes, collaborate with business units, and maintain a positive attitude. 
• Exceptional communication and interpersonal skills for effective cross-functional collaboration.

Preferred Qualifications

• SAFe SSM, CSM, PMP-ACP is a Plus 
• Experience with Enterprise CRM systems, such as Salesforce
• Working knowledge of Contact Center Technology practices and solutions, for instance Genesys CTI or Genesys Cloud.
• Working knowledge of, and experience with, contact center best practices, business processes, and operations

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.