We served as core team members and subject matter experts (SMEs) for the service design, operational setup, contract definition, and implementation activities. We led the service design phase, defining end-to-end operational processes, ITSM application integrations, and internal responsibilities to ensure business and IT alignment from day one.

We also supported carrier interface coordination, ensuring smooth technical and operational interaction between telecom providers and the SaaS contact center solution—enabling reliable voice and connectivity performance during and after rollout.

Our commercial responsibilities included developing business cases, contributing to pricing strategy, and aligning financial models with stakeholder expectations. We advised on the preparation and negotiation of internal service agreements and ensured operational requirements were embedded in contract schedules and vendor deliverables.

To ensure efficiency in delivery and cross-team collaboration, we leveraged tooling and automation across operational and communication processes. This included agile work coordination as Scrum Master using Jira, Confluence, and workflow tools—resulting in effective, real-time collaboration between business, IT, operations, and external partners.

We also oversaw the onboarding of multiple internal entities and supported internal IT security assessments to ensure compliance with group-level standards.