Urgent Requirement - Delivery Lead with healthcare domain exp. – 100% Remote
David M
Only Local Profile
OPT/GC is not workable
Year of exp 12+
Rate $60/hr on C2C
Passport number is Mandatory
Job Title: Delivery Lead
Location: 100% Remote
Duration: Long Term ContractJob Description:
Key Responsibilities
• Lead end-to-end delivery of Customer Experience (CX) and CRM implementation projects utilizing Genesys Cloud CX and Microsoft Dynamics 365 Customer Service.
• Own project delivery across discovery, solution design, configuration, development, integration, testing, deployment, hyper-care, and production stabilization.
• Collaborate with business stakeholders, product owners, solution architects, and implementation teams to translate business requirements into scalable technical solutions.
• Develop and manage detailed project plans, delivery schedules, milestones, resource allocation, budgets, and risk mitigation plans.
• Coordinate cross-functional teams including Dynamics 365 developers, Genesys engineers, integration specialists, QA, DevOps, infrastructure, and business analysts.
• Lead technical design reviews and ensure alignment with enterprise architecture, security, and compliance standards.
• Drive implementation of omnichannel customer engagement capabilities including voice, chat, email, SMS, social messaging, and self-service.
• Oversee integration between Genesys Cloud CX, Microsoft Dynamics 365 CRM, identity providers, enterprise applications, APIs, middleware, and third-party systems.
• Ensure successful implementation of CTI integration, screen pop, intelligent call routing, IVR, agent desktop, case management, knowledge management, and workflow automation.
• Monitor project health through KPIs, status reporting, issue management, dependency tracking, and executive communications.
• Lead Agile ceremonies including sprint planning, backlog grooming, daily stand-ups, sprint reviews, and retrospectives.
• Support cutover planning, go-live execution, production support, and transition to operations.
• Ensure compliance with organizational security, privacy, accessibility, and regulatory requirements.
Required Skills and Qualifications
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.
• 10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects.
• Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.
• Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service.
• Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions.
• Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions.
• Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows.
• Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns.
• Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies.
• Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies.
• Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms.
• Strong written and verbal communication skills with experience preparing executive reports and project status updates.
• Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred.