Delivery Consultant

This role is available across Australia.

At Customer Driven, we partner with organisations to improve the way they engage with their customers through customer experience consulting, contact centre technology, workforce optimisation and AI.

We're looking for an experienced Delivery Consultant to join our Service Delivery team.

This isn't a traditional Project Manager role.

You'll be trusted to lead customer engagements from discovery through to successful delivery, helping organisations transform their customer experience through technology and consulting. You'll work alongside industry specialists while becoming the person who brings customers, consultants and technology partners together to deliver outstanding outcomes.

You'll lead a diverse portfolio of work. One week you might be delivering a Genesys Cloud implementation, the next coordinating a Calabrio Workforce Management deployment, followed by a customer consulting engagement. The variety means you'll continually learn, work with different specialists and solve a broad range of customer challenges.

At Customer Driven, we don't believe project management and business analysis are separate disciplines. The best Delivery Consultants understand the customer's business, ask the right questions, challenge assumptions and ensure the solution being delivered genuinely solves the customer's problem.

What you'll do

As a Delivery Consultant, you'll own customer engagements from initiation through to successful delivery, working closely with our customers, internal specialists and technology partners.

You'll be the person who brings everything together—aligning customers, consultants, technical specialists and delivery partners to ensure every engagement is delivered successfully.

Your responsibilities will include:

• Managing multiple customer projects across customer experience consulting, technology implementations, optimisation engagements and business transformation initiatives.
• Leading project planning, governance, budgeting, risk management and stakeholder communications.
• Working alongside our Technical Consultants and Customer Experience Consultants to facilitate customer discovery workshops, ensuring business objectives, business processes and requirements are clearly understood and translated into successful delivery outcomes.
• Leading and coordinating the business analysis process. While our consultants contribute to gathering requirements and documenting business processes, you'll ensure the right questions are being asked, assumptions are challenged and requirements are complete, practical and aligned to the customer's objectives.
• Providing quality assurance over key delivery artefacts, including requirements documentation, solution designs and implementation documentation. You won't be expected to author every document yourself, but you will be accountable for ensuring the outputs produced by the delivery team are clear, complete, consistent and fit for purpose.
• Coordinating cross-functional delivery teams across Consulting, Professional Services, Workforce Management, Support and AI & Knowledge Management.
• Working closely with technology partners and vendors, including Calabrio, to coordinate successful project outcomes.
• Building trusted relationships with customer stakeholders and facilitating steering committees, project meetings and executive updates.
• Supporting testing, training, deployment, hypercare and project close-out.
• Identifying risks, dependencies and opportunities early, ensuring issues are resolved before they impact project delivery.
• Continuously looking for opportunities to improve customer outcomes throughout the engagement.

About you

You're someone who enjoys taking ownership and building trusted relationships with customers.

You don't see project management and business analysis as separate disciplines—you understand that successful projects rely on both. You're comfortable leading a project while also asking the questions that uncover the real business need and ensuring the team delivers solutions that genuinely meet customer objectives.

You'll likely bring:

• Experience delivering technology implementation, SaaS or business transformation projects.
• Strong project management capability combined with excellent business analysis skills.
• Experience facilitating workshops alongside technical and business specialists.
• The ability to review, challenge and coach others to produce high-quality requirements, solution designs and delivery documentation.
• Excellent stakeholder management and communication skills.
• Strong organisational skills with the ability to manage multiple concurrent projects.
• Commercial awareness and a customer-first mindset.
• A collaborative, hands-on approach and a willingness to get involved wherever needed.
• Experience with Genesys Cloud will be highly regarded.

Why join Customer Driven?

At Customer Driven, you'll work on a wide variety of projects with customers across multiple industries, partnering with some of the leading customer experience technologies in the market.

You'll work alongside experienced specialists in customer experience, contact centre technology, workforce management, AI and professional consulting. You'll have the opportunity to broaden your own capability while learning from people who are passionate about delivering exceptional customer outcomes.

This is a genuinely collaborative environment. You'll never be expected to know everything yourself, but you'll be supported by experts across multiple disciplines who work together to deliver the best outcome for our customers.

If you're looking for a role where you'll keep learning, solve interesting customer problems and make a real impact, you'll fit right in.

What success looks like

Success in this role isn't measured by how many status reports you produce—it's measured by the outcomes you help create.

After 6–12 months, success looks like:

• Customers trust you to lead their projects and consulting engagements.
• Projects are delivered successfully with proactive management of risks, issues and dependencies.
• Requirements and solution designs are clear, practical and aligned to customer objectives.
• Delivery teams feel supported, coordinated and set up for success.
• Customers value your ability to bring together people, ideas and technology to solve business problems.
• Customers finish projects wanting to work with Customer Driven again.

The type of person who thrives here

You'll enjoy this role if you:

• Like variety and enjoy working across different customers, technologies and consulting engagements.
• Are equally comfortable leading a steering committee and participating in a discovery workshop.
• Enjoy collaborating with specialists and bringing together different perspectives to solve customer problems.
• Naturally review, question and improve the work around you rather than simply accepting it at face value.
• Can switch between strategic thinking and detailed execution.
• See problems as opportunities to improve, not something to hand to someone else.
• Take ownership and pride in delivering exceptional customer outcomes.

At Customer Driven, we value people who own outcomes, not just activities. We're looking for someone who sees the bigger picture, works collaboratively with the team and takes responsibility for delivering the best possible result for our customers.

If you're looking for a role where you can lead delivery, influence solutions, work alongside exceptional consultants and genuinely make a difference for customers, we'd love to hear from you.

Customer Driven is an equal opportunity employer. We welcome applications from people with diverse backgrounds, experiences and perspectives.