Delivery Manager (Cloud Contact Center) | BDS Poland - - 18523

General Information

Position

Delivery Manager (Cloud Contact Center) | BDS Poland

Work arrangement

Full-time

City

Gdansk, Katowice, Krakow, Lodz, Poznan, Rzeszow, Szczecin, Warsaw, Wroclaw

Country

Poland

Department

Business Delivery Solutions

Team

Engineering, AI & Data

Area of interest

Cloud, Consulting, Data & Analytics

Way of work

Hybrid

Description & Requirements

Who we are looking for

🎯We are looking for a Cloud Contact Center Delivery Manager who will lead end-to-end delivery of transformation programs built on platforms such as Amazon Connect or Genesys. This is a high-impact role where you’ll guide multi-disciplinary teams, steer complex integrations, and help clients modernize the way they connect with their customers.

You will be responsible for owning delivery from strategy and planning through execution and go-live ensuring every project is delivered with clarity, predictability, and measurable value.

If you enjoy combining technology, people leadership, and customer experience transformation, this role will feel like the next step you’ve been waiting for.

💼What you bring

At least 6-8 years of proven experience managing large-scale IT, cloud, or contact center transformation programs.
Strong understanding of CCaaS technologies (Amazon Connect, Genesys Cloud, or similar platforms).
Experience working in Agile environments and using tools like Jira.
Confidence leading multi-disciplinary teams and managing senior stakeholders.
Strong problem-solving skills and the ability to guide clients through complex decisions.
Certifications such as PMP, PRINCE2, Agile, or similar are an advantage.
Excellent communication English skills are a must; should also be a native polish speaker

Your future role

Delivery of Cloud Contact Center projects with teams of 5–10 FTE across multiple workstreams.
Planning, execution, governance, quality, and financial management of CCaaS implementations.
Day-to-day client relationship management as the primary delivery contact.
Collaboration with solution architects, integration specialists, and AI experts to resolve complex challenges.
Identification of risks and dependencies, with clear mitigation plans.
Continuous improvement initiatives to refine delivery processes and best practices.
Contribution to developing our CCaaS capabilities, accelerators, and delivery frameworks

What we offer

You will lead international transformation projects that directly impact customer experience and operational success.
You’ll work with modern cloud and AI technologies shaping the future of contact centers.
You’ll join an international environment where your leadership can directly influence delivery excellence.
You’ll have space to grow, shape methods, and elevate delivery quality across the practice.

Selection process

Please submit your CV in English and answer a few pre-screening questions. This way, it helps us to get a better understanding of your background and experiences

HR Intro Call – A short conversation to learn more about your background and motivations.
Technical Interview – A deeper discussion with our CCaaS specialists focusing on your delivery experience and technical understanding.
Final Interview – A meeting with senior leaders to assess cultural fit, leadership approach, and overall alignment.

All applications will be considered under the terms and conditions of confidentiality in accordance with the regulations of personal data protection.

About Deloitte

Do you want to build your brand by working for a leading consulting firm that drives eminence in the marketplace? Are you interested in leveraging your analytical skills and strategic ideas to improve mission execution? If so, Deloitte could be the place for you!

Our team brings deep industry expertise, rigorous analytical capabilities and a pragmatic mindset to help solve our client’s most complex business problems. Learn, develop, and grow in your career path!

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