Technical Delivery Lead

About UneeQ

UneeQ is an artificial intelligence company, developing the most advanced autonomous digital human platform available for customer interactions.  Our mission is to deliver digital human experiences that reduce complexity, improve conversions and create memorable customer moments for brands. 

Working at the leading edge of technology, UneeQ is fast paced and constantly evolving.  We are a remote-first workplace and have people located in New Zealand, the USA, Canada, Australia, and Italy. 

We are deeply committed to living our values and fostering a culture and work practices where our people can do their best work, make an impact and thrive. 

Purpose of this Role

We are seeking a highly capable and flexible Technical Delivery Lead who can bridge the gap between technical teams and business stakeholders in a fast-paced startup environment.  This role will play a pivotal role in planning and executing digital human experiences for our customers. The purpose of this role will be to build excellent customer relationships through excellent delivery. The ideal candidate will have a strong technical background, excellent project management skills, and the ability to manage client-facing interactions with confidence. Comfortable working across multiple projects and timezones. 

Core Responsibilities:

• Technical Understanding:
• Oversee project execution by leveraging a strong understanding of system architectures and inte gration, and technical documentation.
• Utilise diagnostic tools such as console logs and API monitoring to proactively identify the root cause and address technical issues through XML/JSON configurations .
• Perform effective triage on technical problems, accurately identifying issues and escalating them to the appropriate technical teams for resolution.
• Project Management:
• Develop, maintain, and execute comprehensive project plans, ensuring alignment with business objectives and timelines.
• Adjust project plans dynamically in response to changing requirements or unforeseen challenges.
• Customer-Facing Duties:
• Engage confidently with clients, understanding their needs, addressing concerns, and ensuring satisfaction throughout the project lifecycle.
• Communicate technical concepts to non-technical stakeholders in a clear and approachable manner.
• Flexibility in a Startup Environment:
• Adapt to the fluid nature of startup operations, readily taking on new challenges as they arise.
• Act as a hands-on contributor when needed, stepping into various roles to ensure project success.

How We Measure Success

You’ll know you’re doing a great job when we see:

Technical Understanding

1. Oversee Project Execution:

• Demonstrates a strong grasp of software development processes, evidenced by the ability to make informed decisions.
• Accurately interprets technical documentation to inform project planning and execution.
• Collaborates effectively with external development partners, ensuring technical issues are communicated clearly and resolved promptly.

2. Utilise Diagnostic Tools:

• Proactively identifies and resolves technical issues using tools like console logs and API monitoring, reducing the number of unresolved or escalated issues by a measurable percentage.

3. Perform Effective Triage:

• Consistently performs and documents triage, reducing time to resolution by ensuring issues are quickly escalated to the right technical teams.

Project Management

1. Develop and Maintain Project Plans:

• Creates comprehensive project plans that align with business objectives and timelines, with regular updates that reflect project progress.

2. Adjust Project Plans Dynamically:

• Demonstrates flexibility in project management by effectively adjusting plans in response to changes, maintaining project momentum without compromising quality.
• Keeps stakeholders informed and aligned through clear communication of changes and their impact on project timelines and deliverables.
  

Customer-Facing Duties

1. Engage Confidently with Clients:

• Effectively manages client expectations, ensuring a balance between client needs and project feasibility.

2. Communicate Technical Concepts:

• Successfully translates technical concepts into easily understandable language for non-technical stakeholders.

Flexibility in a Startup Environment

1. Adapt to Startup Operations:

• Quickly adapts to changes in project scope, requirements, or team structure, ensuring minimal disruption to project progress.
• Demonstrates a proactive approach to problem-solving, frequently taking initiative to address challenges before they escalate.

2. Hands-On Contribution:

• Steps into various roles as needed, with measurable contributions to areas outside primary responsibilities, such as QA testing, client support, or technical documentation.

Requirements

Required Skills, Experience and Competencies

You are experienced in

• Technical Background:
• Prior experience in a role such as Technical Business Analyst (BA) or Product Owner with a transition into project management.
• Proficiency in understanding and utilising admin tools such as console logs, API responses, and other diagnostic tools.
• Prior experience in Cloud infrastructure and NLP or LLM would be ideal but not mandatory
• Project Management Experience:
• Proven track record of managing multiple complex projects from inception to completion.
• Experience in creating and running detailed project plans with a focus on timely delivery and quality in an waterfall-agile hybrid delivery model.
• Soft Skills:
• Strong problem-solving abilities with an analytical mindset.
• Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
• High level of adaptability, resourcefulness, and a proactive approach to problem-solving.

Who you are and how you work

• Accountable, highly organised and able to effectively prioritise and plan
• Excellent project management skills, with the ability to launch multiple projects and campaigns at one time.
• A confident, compelling communicator, both written and verbal
• Excellent relationship building and stakeholder management skills
• Ability to make use of data to inform decisions.
• A team player - committed to the success of the whole UneeQ team