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Technical Lead – IVR & Contact Center, Amazon Connect

Toronto, ON
Hybrid
Posted Oct 1, 2026
1 position

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Employment type: Full-time
Experience level: Senior · 5+ years
Apply by: Oct 29, 2026
Posting language: English
Working hours: 40 hours per week
Office presence: 4 days per week
Seniority: Mid-Senior level
Application method: Direct apply is available

Job summary

Lead the design, development, implementation, and support of IVR and contact center applications. Oversee contact flows, call routing, self-service solutions, and integrations with telephony and backend systems.

Job details

Technical Lead – IVR & Contact Center, Amazon Connect 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.

What you’ll do

Requirements

Requires strong experience with IVR and contact center platforms, cloud contact center solutions, telephony technologies, and Amazon Connect. Also requires project and stakeholder management, familiarity with Agile/Scrum, and strong problem-solving, communication, and leadership skills.