Technical Delivery Manager (Richmond)

Technical Delivery Manager

Full-Time | On-Site | Richmond, VA

About AMC Technology

AMC Technology has spent over 30 years helping companies improve the contact center agent experience through integration and innovation. We’re a small, fast-moving software and services company that combines technology, services, and creativity to solve complex customer engagement challenges.

We work with large enterprise customers to implement sophisticated contact center and customer experience solutions involving Salesforce, voice platforms, AI, and enterprise communications technologies .

We’re looking for an experienced Technical Delivery Manager to take ownership of customer implementations and ensure projects move from planning through successful production deployment with clear accountability, strong execution, and predictable results.

About the Role

The Technical Delivery Manager owns the execution and delivery of customer implementations across the project lifecycle .

You’ll coordinate engineers, technical architects, customers, partners, and internal stakeholders to ensure projects are properly planned, staffed, executed, and delivered.

This is not simply a project administration role. You’ll need enough technical depth to understand the solutions being implemented, identify dependencies and risks, challenge assumptions, facilitate technical discussions, and make sure issues are driven to resolution.

You will not necessarily design the solution yourself. Your responsibility is to make sure the right technical resources are engaged, decisions are made, dependencies are managed, and customer commitments are achieved.

What You’ll Do

Customer Implementation Delivery

• Own customer implementations from project initiation through production deployment and stabilization
• Develop and maintain project plans, milestones, dependencies, deliverables, and implementation schedules
• Coordinate engineering, architecture, customer, partner, and internal resources
• Ensure project scope and customer commitments are clearly understood
• Drive projects forward and maintain accountability for agreed-upon actions and deliverables
• Manage multiple customer implementations concurrently
• Ensure implementations are delivered on time, within scope, and with appropriate quality

Technical Delivery Coordination

• Serve as the delivery lead for a cross-functional technical team responsible for customer implementation
• Work closely with architects and senior engineers to translate solution designs into executable implementation plans
• Ensure the appropriate technical resources are engaged at each stage of the project
• Understand technical dependencies across Salesforce, integrated systems, customer infrastructure, and deployment environments
• Facilitate technical discussions and ensure decisions, actions, and ownership are clearly established
• Identify issues that require deeper architectural or engineering involvement and engage the appropriate resources
• Ensure technical blockers are actively managed rather than allowed to stall delivery

Customer & Stakeholder Management

• Serve as a primary delivery contact for customer stakeholders
• Establish clear expectations regarding scope, responsibilities, dependencies, timelines, and deliverables
• Lead regular customer project and status meetings
• Communicate project status, risks, issues, decisions, and next steps clearly
• Coordinate activities between customer teams, AMC resources, Salesforce, technology partners, and other vendors
• Manage customer expectations when priorities, dependencies, or timelines change
• Build strong customer relationships while maintaining appropriate project governance and accountability

Project Governance & Risk Management

• Identify project risks, dependencies, and potential delivery issues early
• Maintain project plans, action items, decision logs, and risk tracking
• Escalate significant risks and issues before they jeopardize customer commitments
• Manage scope changes and identify work that falls outside agreed project boundaries
• Monitor project effort and resource utilization against project expectations
• Provide management with accurate visibility into project health
• Conduct implementation reviews and capture lessons learned to improve future delivery

Delivery Quality

• Ensure implementation work follows AMC delivery standards and established technical practices
• Coordinate testing, customer validation, production readiness, and deployment activities
• Confirm prerequisites and dependencies are satisfied before major project milestones
• Ensure appropriate documentation and knowledge transfer are completed
• Drive issues through resolution rather than simply documenting or escalating them
• Help improve AMC’s implementation methodology, tools, templates, and delivery processes

What You’ll Bring

• 4–7 years of experience managing technical implementations, technology projects, or enterprise software deployments
• Demonstrated experience owning projects from initiation through production deployment
• Experience coordinating software engineers, architects, customers, vendors, and other technical stakeholders
• Strong understanding of project planning, scope management, scheduling, dependencies, risk management, and resource coordination
• Enough technical depth to understand system integrations, APIs, cloud applications, environments, and enterprise technology dependencies
• Ability to facilitate technical discussions without needing to be the primary solution architect
• Experience identifying risks and driving technical and organizational issues to resolution
• Strong customer-facing communication and meeting leadership skills
• Ability to manage multiple concurrent projects and competing priorities
• Strong organizational skills and attention to detail
• Ability to work independently while collaborating effectively with technical and business teams
• Comfortable taking ownership and holding both internal and external stakeholders accountable for commitments

Preferred Experience

• Experience delivering Salesforce implementations or Salesforce-related consulting engagements
• Familiarity with the Salesforce platform and implementation lifecycle, including environments, configuration, integrations, testing, deployment, and release management
• Experience with Salesforce Service Cloud, Agentforce, Agentforce Voice, or Salesforce contact center technologies
• Salesforce certifications are strongly preferred , particularly certifications related to Salesforce administration, Service Cloud, consulting, architecture, or Agentforce
• Experience working within the Salesforce partner or consulting ecosystem
• Experience delivering enterprise SaaS or cloud software implementations
• Experience with contact center, telephony, CCaaS, or enterprise communications technologies
• Experience delivering integration projects involving multiple enterprise systems
• Experience working in a professional services, consulting, or customer implementation organization
• Experience with Agile or hybrid software delivery methodologies
• Experience with project management and professional services automation tools
• PMP, PMI-ACP, Scrum, or similar project management certification

What Success Looks Like

You’ll know you’re succeeding when:

• Customer implementations have clear plans, ownership, milestones, and accountability
• Engineers and architects know what they are responsible for and when it needs to be completed
• Customer dependencies and responsibilities are identified and actively managed
• Risks and blockers are identified early rather than becoming last-minute surprises
• Technical issues are driven to resolution with the appropriate resources involved
• Scope changes are recognized and managed rather than silently absorbed
• Customers receive consistent and accurate communication about project status
• Projects move predictably from design through implementation, testing, deployment, and stabilization
• Leadership has reliable visibility into project health, resource requirements, and delivery risks
• Customers view AMC as a trusted Salesforce and technology implementation partner, not simply a software vendor

Why You’ll Love It Here

At AMC, you’ll be part of a close-knit, innovative team where individual contributions matter. You’ll have significant ownership of customer implementations, direct access to company leadership, and the opportunity to work with experienced engineers on complex enterprise technology projects.

You’ll also have the opportunity to deepen your Salesforce expertise and certifications while helping shape how AMC delivers Salesforce, contact center, voice, and AI projects as we continue expanding our professional services and consulting capabilities.

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