About Vanguard

More than 50 years ago, John C. Bogle had a vision of starting an investment company that did things differently. A company with no external shareholderswhere all profits are reinvested back into the business to lower costs and improve outcomes for clients.

Today, Vanguard is one of the worlds largest investment management companies, serving more than 50 million investors globally. For over 30 years, Vanguard Australia has supported individual investors, financial advisers, and superannuation members in achieving their longterm financial goals.

Our Team & Opportunity

The Contact Center Technology team designs, delivers, and supports the platforms that enable client and adviser servicing across Vanguard Australia. These platforms underpin contactcentre operations across multiple service channels, service workflows, integrations, and AIassisted capabilities - enabling consistent, secure, and highquality service experiences at scale.

Vanguard Australia is currently entering a contactcentre transformation phase, focused on expanding service channels and evolving toward a more integrated omnichannel experience, while embedding AIassisted capabilities to enhance client experience and improve agent efficiency.

As Delivery Manager Contact Center Technology, you will play a critical role in this transformation. You will be responsible for the endtoend delivery and operational success of contactcentre and servicing technology, ensuring new channels and capabilities are delivered safely, integrated seamlessly, and operated reliably.

This role works closely with crossfunctional teams, including Engineering, Tech Leads, Architecture, Business Leaders, and delivery partners, to balance operational stability with platform evolution in a highly regulated, clientcentric environment.

Core Responsibilities

• Play a key delivery role in the contactcentre transformation roadmap, supporting the rollout of new servicing channels and AIenabled capabilities.

• Partner with service and operations leaders to ensure technology delivery directly supports client experience uplift and agent productivity improvements.

• Own delivery outcomes across Contact Center Technology, ensuring initiatives are planned, prioritised, and executed in line with enterprise strategy, business priorities, and technology OKRs.

• Translate business priorities into clear delivery roadmaps and actionable delivery plans, managing scope, dependencies, risks, and capacity across multiple initiatives.

• Lead delivery across contact center platforms including Dynamics 365, the expansion of service channels, evolving omnichannel routing and orchestration, platform integrations and supporting services.

• Partner with architects and Tech Leads to ensure delivery aligns with agreed technical direction, platform roadmaps, and architectural guardrails.

• Drive delivery excellence using Agile and Lean practices, improving flow, predictability, and transparency across contact center technology work.

• Ensure production readiness is embedded into delivery, including release management, support models, change management, and operational handover.

• Act as a trusted delivery partner to business stakeholders, providing transparency on progress, tradeoffs, risks, and dependencies.

• Lead delivery through onshore and offshore engineering teams, providing clear direction, priorities, and expectations to ensure consistent, highquality outcomes.

What Were Looking For

• Proven experience delivering technology solutions that support contactcentre or customerservice operations across multiple service channels, in environments with high availability and regulatory requirements.

• Strong understanding of modern contactcentre technology, including CRM platforms (Dynamics 365 preferred), routing and orchestration capabilities evolving toward omnichannel models, and platform integrations.

• Demonstrated ability to balance operational stability with incremental modernization and continuous improvement.

• Strong stakeholder management skills, with the ability to align service leaders, engineers, architects, and platform teams around shared outcomes and clear priorities.

• Experience leading onshore and offshore engineering teams and vendors in complex, regulated environments.

• A continuous improvement mindset, with a focus on improving service outcomes, reliability, and delivery efficiency.

Nice to Have

• Working knowledge of Dynamics 365 Customer Service, workflows, and omnichannel features.

• Experience delivering contact center integrations (telephony, digital channels, routing, workforce tooling).

• Exposure to contactcentre transformation initiatives, including the rollout of new service channels or the evolution toward more integrated omnichannel capabilities.

• Exposure to AIassisted contact center capabilities, such as agent assist, knowledge surfacing, or service automation.

• Familiarity with cloudbased service platforms and integration patterns (APIs, eventdriven architectures).

How We Work

Vanguard operates a hybrid working model designed to balance flexibility with meaningful inperson collaboration. Our culture is highly collaborative, inclusive, and purposedriven, with a shared commitment to doing the right thing for our clients, crew, and communities.