Technical Lead

Job summary

Lead the design, development, implementation, and support of IVR and contact centre applications. Guide contact centre solution delivery, including contact flows, call routing, self-service capabilities, and integrations with backend systems.

Job details

Title: Tech Lead – IVR / Contact Centre Location : Toronto ,ON Duration : Contract Job Description: We are seeking an experienced Tech Lead with strong expertise in AWS Amazon Connect and IVR/Contact Centre solutions to lead the design, development, implementation, and support of contact centre applications. Key Responsibilities & Skills: Lead IVR and Contact Centre solution design, development, and implementation. Strong hands-on experience with AWS Amazon Connect and cloud-based contact centre platforms. Expertise in contact flow design, call routing, self-service solutions, and speech recognition. Knowledge of CTI integration, APIs, web services, and backend system integrations. Strong understanding of telephony technologies and cloud contact centre solutions. Experience with Agile/Scrum, project management, and stakeholder management. Excellent leadership, communication, and problem-solving skills.

What you’ll do

Lead the design, development, implementation, and support of IVR and contact centre applications. Guide contact centre solution delivery, including contact flows, call routing, self-service capabilities, and integrations with backend systems.

Requirements

Requires strong hands-on experience with AWS Amazon Connect and cloud-based contact centre platforms, along with expertise in IVR, telephony, contact flows, and integrations. The role also calls for Agile/Scrum and project management experience, stakeholder management, leadership, communication, and problem-solving skills.

Listed skills

• Project management · Preferred
• Stakeholder Management · Preferred
• Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• AWS Amazon Connect
• IVR
• Contact Centre Solutions
• Contact Flow Design
• Call Routing
• Self-Service Solutions
• Speech Recognition
• CTI Integration
• APIs
• Web Services
• Backend System Integration
• Telephony Technologies
• Agile/Scrum
• Project Management
• Stakeholder Management
• Leadership

Job areas

• Technology
• Software
• Management & Leadership
• Customer Service & Support

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