Contact Centre Delivery Lead - Telco at NCS Australia · Sydney

companyDescription At NCS Australia, we are more than a technology services company—we are a team of innovators, problem-solvers, and creators shaping the future. With a strong presence across the APAC region, we partner with government and enterprise organisations to tackle complex challenges and deliver solutions that drive real, lasting impact. We are passionate about unlocking value through technology. By focusing on people, committing to quality, and challenging traditional thinking, we believe technology services can be done better. Our team brings this to life by advising, transforming, and managing technology to help our clients and communities thrive. We love big ideas and bold thinkers. Bring your ambition and your creativity—together, we will turn them into extraordinary opportunities. Ready to make tomorrow with us? Explore our opportunities and join a team that is redefining what’s possible. jobDescription We are looking for an experienced Contact Centre Delivery Lead to join a major telecommunications transformation program. This role will lead the delivery of large-scale contact centre initiatives, working across business and technology teams to drive successful outcomes in a fast-paced enterprise environment. You will play a key role in managing end-to-end delivery across customer service, operations, technology, and vendor stakeholders, ensuring programs are delivered on time, within scope, and aligned to business objectives. Lead the delivery of contact centre transformation initiatives within a complex telco environment Manage end-to-end project delivery across technology, operations, and business streams Coordinate cross-functional teams including business stakeholders, vendors, architects, engineers, and delivery partners Drive delivery governance, RAID management, reporting, and executive stakeholder engagement Oversee implementation activities relating to contact centre platforms, customer experience, and operational uplift Ensure alignment between business requirements, delivery plans, and technical execution Manage dependencies, risks, and issues across multiple workstreams Support change management and business readiness activities to enable successful adoption qualifications Proven experience as a Delivery Lead, Program Lead, or Senior Project Manager within telecommunications Strong background delivering contact centre or customer service transformation programs Experience working with enterprise contact centre technologies such as Genesys, Amazon Connect, Cisco, NICE, or similar platforms Strong stakeholder management skills with the ability to engage senior executives and operational teams Experience managing complex vendor and system integration environments Strong understanding of Agile and/or hybrid delivery methodologies Excellent communication, leadership, and problem-solving skills Experience delivering digital customer experience initiatives Exposure to CRM, workforce management, or AI-enabled contact centre solutions Previous experience working in large enterprise or consulting environments additionalInformation Why join us: NCS Australia is where you can feel at home, nurturing your talents and skills as we make tomorrow together, one day at a time. Our benefits include paid parental leave, initiatives focused on your well-being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint, industry and partner training programs, special interest groups, and an AI-driven learning platform. No matter where you are in your career, we offer meaningful work and opportunities for growth. NCS Australia is an equal-opportunity employer, and we take pride in our commitment to valuing and supporting our people and the communities we serve.We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans, Aboriginal and/or Torres Strait Islander community. At NCS Australia, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply. Agencies: We’ve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process, no fee or payment will be given. Work rights and background checks: To be eligible for a position with us, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks