Delivery Manager
Salt Lake City
Posted on 8/23/2023

501-1,000 employees

Conversational service automation
Company Overview
Uniphore is disrupting an outdated customer service model and bridging the gap between humans and machines by focusing on conversations.
AI & Machine Learning
Financial Services
Robotics & Automation

Company Stage


Total Funding





Palo Alto, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Salt Lake City, UT, USA
Experience Level
Desired Skills
Data Analysis
Sales & Account Management
  • Experience with cloud software implementation is required
  • Customer-centric attitude - committed to the client and successfully consults and negotiates when necessary
  • Experience deploying enterprise software solutions for call center operations
  • Exhibits high energy and drive, brings enthusiasm and the ability to engage with people at multiple levels on projects and meetings
  • Manage complex (SaaS, on-premises) software implementations for customers or BPOs
  • Drive the delivery of cross-functional projects with multiple senior stakeholders across the organization
  • Define the program structure and organize the program into workstreams
  • Effective in juggling multiple fast-paced product deployments at the same time
  • Be an excellent communicator, capable of organizing and leading diverse project teams, performing detailed work, and proactively identifying and resolving roadblocks
  • Manage project plans, financials, resource assignments, forecasts, tasks, RAID, and communications to leadership
  • Establish program governance and lead workstream meetings with stakeholders
  • Cross-functional team player who can advocate on behalf of the project team and customer while considering the objectives of internal partners across the business
  • Be able to build effective partnerships with internal organizations and leadership to build highly collaborative teams and enhance communication across teams and stakeholders
  • Strong understanding of Call Center operations and technologies
  • 7+ years experience in planning and leading enterprise software implementation projects for customers and partners
  • 5+ years experience with Scrum and Agile methodologies
  • 4+ years experience in the Call Center Industry preferred including conversational AI, analytics, IVR, voice recorders, etc
  • Ability to manage complex stakeholder landscape (customers, internal stakeholders, delivery teams and partners)
  • Experienced in measuring and reporting project performance including financials, scope and schedule
  • Strategic a driving scope changes and change control process
  • Experience driving standards and motivating your teams toward measurable outcomes
  • Strong writing, presentation, and communication skills, including the ability to lead meetings and manage expectations
  • Highly organized with proven attention to detail in a deadline-driven environment
  • BS in Engineering or Computer Science
  • Experience at a high-growth start-up or scale-up organization and/or fast-paced consulting preferred
  • Strong background in Contact Center / BPO activity: Minimum 4+ years of experience in the call center space with 5+ years of project management leadership experience
  • Enjoy challenges and dare to set ambitious goals that drive innovation within a fast-growing global tech company
  • Excellent verbal and written communication skills in English
  • Excellent listening skills, critical thinker with attention to detail
  • Project management certification (PMP or Six Sigma or equivalent)
  • Collaborate with Pre-Sales, Sales, Customer Success, Product Management/Engineering, and Domain Experts to maximize project delivery success
  • Confirm success criteria for each project with customers and build the project plans to maximize value while achieving margin and schedule
  • Own day-to-day project operations including scrums, project plan updates, personnel assignments, task prioritization and completion
  • Lead the change control process including estimation, creating, and reviewing change requests with customers or partners
  • Manage project RAID, escalating where necessary while taking ownership as needed to manage customer expectations
  • Provide clear project communications to project stakeholders including BPOs, customers and Uniphore Leadership Team
  • Promote a positive working environment by building productive relationships with customers, and internal supporting organizations and stakeholders
  • Contribute to the wider Uniphore team culture and development by collaborating on team initiatives and building best practices for repeatable implementation processes, best practices, and methodologies
  • Participate in hiring activities as we grow the Delivery Team