Delivery Lead CCaaS

Job#: 3056206

Job Description:

Delivery Lead (CCaaS Platform)

Client
:
Big 5 Bank

Location: Hybrid Downtown Toronto, Ontario (2-3 days a week)

Term
: 6 month contract, with a focus on contract to hire.

Hours
: hours/week Monday-Friday, 9:00 am - 5:00 pm –

The Development & Delivery Lead for a Cloud Contact Center as a Service (CCaaS) platform is responsible for overseeing the end-to-end design, development, integration, and delivery of contact center technology solutions. This leadership role ensures that all CCaaS initiatives align with business objectives, are delivered on time, and meet quality, security, and compliance standards.

This role is critical for ensuring the successful delivery of innovative, scalable, and secure CCaaS solutions that drive superior customer experiences and support organizational objectives.

Key Responsibilities

·
Development Leadership & Delivery

oLead the development planning, execution, and delivery of CCaaS platform projects, including new feature development, integrations, and enhancements.

oDefine delivery scope, objectives, timelines, and resource requirements in collaboration with stakeholders.

oManage development and delivery risks, issues, and dependencies to ensure successful delivery.

·
Technical Oversight

oOversee the technical architecture, design, and development of CCaaS solutions (, IVR, routing, agent desktop, dialer, reporting).

oEnsure adherence to best practices in software development, cloud architecture, and security.

oReview and approve technical designs, code, and integration approaches.

·
Team Management

oLead and mentor a multidisciplinary team of developers, engineers, and analysts.

oFoster a collaborative, high-performance culture focused on continuous improvement and innovation.

oCoordinate with external vendors and partners as needed.

·
Quality Assurance & Compliance

oOversee testing, validation, and deployment processes to ensure high-quality, reliable solutions.

oEnsure compliance with regulatory, security, and privacy standards relevant to contact center operations.

·
Documentation & Knowledge Management

oEnsure comprehensive documentation of solutions, processes, and best practices.

oPromote knowledge sharing within the team

Required Skills & Qualifications

· Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

· 7+ years of experience in software development, with at least 3 years in a leadership role.

· Proven experience delivering projects on CCaaS platforms (, Genesys Cloud, NICE CXone, Five9, Amazon Connect).

· Strong understanding of contact center operations, telephony, and cloud architectures.

· Experience with project management methodologies (Agile, Scrum, or Waterfall).

· Excellent leadership, communication, and stakeholder management skills.

· Strong problem-solving and decision-making abilities.

· Knowledge of security, compliance, and data privacy standards.

Preferred Qualifications

· Experience with large-scale CCaaS migrations or greenfield implementations.

· Certifications in relevant CCaaS platforms or cloud technologies (, AWS, Azure).

· Experience managing geographically distributed teams.

· Familiarity with Dev Ops practices and CI/CD pipelines.

Key Competencies

· Strategic thinking and business acumen

· Results-oriented and proactive approach

· Strong organizational and prioritization skills

· Ability to inspire and lead teams

Apex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.

Everforth Apex is a world-class IT services company that serves…