Technical Delivery Manager
Brief DescriptionWe are seeking an experienced Technical Delivery Manager to lead the successful execution and delivery of technical solutions for our enterprise platforms, including NICE CXOne (CCaaS), Salesforce CRM, outbound/inbound dialer systems, and related contact center and customer experience technologies.This role focuses on the "how" of delivery; overseeing technical teams, ensuring high-quality execution, removing roadblocks, and driving projects from planning through deployment and ongoing support. You will collaborate closely with Product Owners and business stakeholders to deliver reliable, scalable enhancements without owning prioritization or the product roadmap.Key ResponsibilitiesLead and mentor technical teams responsible for the development, configuration, integration, enhancement, maintenance, and support of NICE CXOne, Salesforce, dialer platforms, and associated systems.Oversee end-to-end technical delivery of projects, enhancements, upgrades, and production support activities, ensuring they are completed on time, within budget, and to quality standards.Collaborate with Product Owners and business stakeholders to translate requirements into actionable technical plans, estimates, and delivery roadmaps for CXOne, Salesforce, and related technologies.Manage resource allocation, capacity planning, and workload distribution across multiple technical teams.Identify and remove impediments to delivery, escalating risks and issues as needed.Implement and improve Agile/Scrum processes, including sprint planning, reviews, retrospectives, and transparent reporting on progress, risks, and dependencies.Ensure adherence to technical standards, security, compliance (e.g., PCI, GDPR), and architecture guidelines across all platforms.Monitor platform performance and lead incident response, root-cause analysis, and resolution for NICE CXOne, Salesforce, dialer, and integrated systems.Partner with vendors (NICE, Salesforce, dialer providers, etc.) for integrations, upgrades, patches, and third-party solutions.Provide regular status reporting and visibility to IT leadership and business stakeholders.Drive continuous improvement in delivery practices, automation, DevOps, and team efficiency.Qualifications & Requirements Experience: 7+ years in IT, with at least 4 years in a technical leadership or delivery management role. Hands-on experience with NICE CXOne, Salesforce, outbound/inbound dialers, or similar CCaaS/CRM platforms is strongly preferred.Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).Technical Knowledge: Strong understanding of:NICE CXOne administration, APIs, and integrationsSalesforce platform (configuration, Apex, Flows, integrations)Dialer technologies and contact center telephonyCloud platforms (AWS/Azure), APIs, middleware, and data integration toolsProject & Delivery Skills: Proven track record managing technical delivery using Agile methodologies. PMP, CSM, Salesforce Administrator/Platform App Builder, or NICE certifications are a plus.Leadership: Experience managing or leading technical teams (developers, engineers, admins, analysts) of 4+ people.Soft Skills: Excellent communication, stakeholder management, problem-solving, and collaboration skills. Ability to bridge technical and business teams effectively.About ONEWelcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education and retail industries, we’re a leader in the loyalty travel solutions space.Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard!We hope to welcome you to the team soon!What We Offer Exclusive Team Member Travel Discounts Affordable Medical Insurance 100% Employer Paid Dental and Vision Insurance HSA with Company Contribution 401(k) Basic and Voluntary Life & AD&D Pet Benefits Free Parking Amazing Culture!Office Highlights – Scottsdale, AZModern, Thoughtfully Designed Workspace Fully Equipped Onsite Gym Indoor Basketball Court ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.