Technical Lead – IVR & Contact Center Applications

Location: Toronto, ON

Work Mode: 4 days hybrid

Skill Required

• Lead the design, development, implementation, and support of IVR and Contact Center applications.

• Strong experience in IVR and Contact Center platforms (e.g., Genesys, Cisco UCCE/UCCX, Amazon Connect, NICE, Avaya, Nuance).

• Experience in contact flow design, call routing, self-service solutions, and speech recognition.

• Knowledge of CTI integration, APIs, web services, and backend system integrations.

• Experience with cloud-based contact center solutions and telephony technologies.

• Strong project management and stakeholder management skills.

• Familiarity with Agile/Scrum methodologies.

• Excellent problem-solving, communication, and leadership skills.

• Strong knowledge of AWS Amazon Connect.