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Engagement Manager - DAS Global Contact Center

at Deloitte in Memphis, Tennessee, United States

Job Description

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Engagement Manager – DAS Global Contact Center

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte’s Information Technology Services (ITS). We are curious and life-long learners focused on technology and innovation.

Work you’ll do

As an Engagement Manager, you will be accountable and responsible for the end-to-end delivery of application technology solutions in line with strategic business objectives. You will ensure that the business needs are clearly understood, and the technology implemented meets the needs and expectations of the business. In this role, you will provide consultation directly to Deloitte Application Studios leadership and customers related to solution options and vendor product selection. In addition, you will work with channel leadership to budget and prioritize planned and unplanned development and maintenance project engagements.

In this role, you will also act as Business System Analyst and work closely with Solution Architects to develop high level understanding of scope and feasibility of technical solutions. You will lead product planning, delivery, release management, and deployment to ensure technology standards and business needs are met.

General Responsibilities:

+ Accountable and responsible for the end-to-end delivery of application technology solutions in line with strategic business objectives for the application and client installations.

+ Ensure that the business needs are clearly understood and the technology implemented meets the needs and expectations of the business.

+ Manages all design, development and QA aspects of the SAFe or

+ Agile SDLC for multiple projects.

+ Provide consultation directly to Deloitte Application Studios leadership and customers around solution options and vendor product selection as needed.

+ Work with channel leadership to budget and prioritize planned and unplanned development and maintenance project enagements.

+ Work with Business System Analysts and Solution Architects to develop high level understanding of scope and feasibility of technical solutions.

+ Oversee product planning, delivery, release management, and deployment to ensure technology standards and business needs are met.

+ Monitors & ensure compliance to standardized procedures, best practices and function specifice processes are being followed through out the delivery of solution

Product Responsibilities:

+ Manage the day to day decision making involved in the portfolio.

+ Faciliating Program Increment (PI) planning with stakeholders and different groups

+ Monitors and prepare development product work plans, budget, and schedules and create agile teams.

+ Work with channel and business leadership to develop a strategy for execution of product roadmaps.

+ Seek ways to reduce application related costs and increase efficiencies of applications in production.

+ Integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for all channel-related products.

+ Lead the product backlog for a product and partner with our internal team to prioritize requirements, define lead scope and sprints for a project.

+ Provide operational support to practitioners and internal clients.

+ Ensure that all products support the appropriate business processes and have the appropriate support and maintenance processes in place.

+ Experience working with multiple teams on Cloud based technologies esp. Azure and AWS

+ Work with our internal partners to define and document requirements, user stories, acceptance criteria, feature description decks, user guides, and process flows.

+ Possess overall understanding of appropriate business processes and workflows which support the Global Contact Center.

+ Engage business owners and other ITS resources to respond to requests for new applications and/or enhancements and collaborate with the PMO to create and present the appropriate project on-boarding processes and materials.

+ Lead all Testing and QA activities within the project lifecycle, to include leading off-shore QA resources to develop and execute Test Plans, Test Scripts and all other work and activities related to Quality Assurance of the Products.

+ Partner with our internal clients to plan and execute User Acceptance Testing.

Project Responsibilities:

+ Lead all design/development/deployment aspects of SDLC for Deloitte Application Studios projects in partnership with PMO

+ Ensure all development and maintenance projects are in accordance with channel strategy, and adhere to product and channel vision and product innovation roadmaps.

+ Head project execution, resource deployment, and overall leadership and coordination efforts to ensure projects are completed on schedule and within budget.

+ Provide insight, oversight, strategic context, direction, and leadership to the Community of Practice staff involved in the effort.

+ Partner with channel leaders and project team to design, develop, and support Enterprise wide solutions.

+ Develop project documentation in collaboration with PMO-e.g., project initiation documentation, budget, project plan, and resource plan.

+ Ensure resources assigned to projects are meeting deadlines and focused on the right activities.

+ Escalate issues, risks, and decisions to the Channel Leader or other stakeholders as necessary and develop mitigating actions.

+ Monitor progress and status of deliverables.

+ Ensure proper functioning of the Products / Applications and recommend upgrades as necessary.

+ Review projects for completeness of thought and consistency of approach and interface.

+ Own product releases and provide status to Deloitte Application Studios and ITS leadership; escalate issues proactively.

+ Ensure standards, procedures, and methodologies in the delivery life cycle are followed.

+ Communicate development and production status and issues to management and stakeholders.

Project Delivery Teaming:

+ Partner with PMO to prepare overall project schedule, milestones, tasks, and estimates.

+ Participate in technology/solution decisions with architecture and product teams for projects.

+ Partner with Solution/Application Architects to ensure that technical design, unit testing, deployment, and implementation requirements are properly documented.

+ Act as Business System Analysts (BSA) to analyze business and functional requirements which have a impact on business applications.

+ Work with offshore Technical Delivery Manager to optimize the mix of the development resources.

+ Coordinate with architecture and development teams to perform code reviews to ensure that all solutions are aligned to pre-defined architecture/design.

+ Coordinate with Quality Engineering teams to ensure proper testing is performed

+ Motivate and lead project delivery teams and instill a mindset of continuous process improvement.

Offshore Team Oversight

+ Manage daily progress and status of deliverables on projects.

+ Manage both internal teams and offshore vendor teams project delivery, plans, and ensure proper staffing.

+ Ensure that all project resources are focused on the effort they are aligned to.

+ Closely monitor workload of all employees and offshore vendor resources assigned to project.

+ Promote effective teamwork and spirit of partnership.

The Team

Information Technology Services (ITS) helps power Deloitte’s success. ITS drives Deloitte, which serves many of the world’s largest, most respected organizatio

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Job Posting: JC192228962

Posted On: Sep 12, 2021

Updated On: Oct 17, 2021