Genesys Cloud CX Technical Lead

Job summary

Lead the planning, design, development, integration, and delivery of Genesys Cloud CX and other CCaaS solutions, including defining scope, schedules, resources, estimates, and delivery strategy. Serve as a key client contact while guiding technical teams, managing delivery risks and dependencies, and ensuring quality and commitments are met.

Job details

Position Description CGI is seeking a Genesys Cloud CX Technical Lead with specialized expertise in Genesys, CCaaS development, and Microsoft Azure. This role will lead the design, development, integration, and delivery of cloud contact centre solutions while balancing stakeholder expectations and ensuring alignment with customer requirements, architecture standards, delivery schedules, and quality objectives. This role is hybrid and requires you to be at our downtown Toronto office and/or a client office in Toronto at a minimum 2 days per week, subject to change at any time. Your future duties and responsibilities Lead the development planning, execution, and delivery of CCaaS platform projects, including new feature development, integrations, and enhancements. Define delivery scope, objectives, timelines, and resource requirements in collaboration with stakeholders. Manage development and delivery risks, issues, and dependencies to ensure successful delivery. Review requirements, specifications, and other deliverables and compile the combined estimates required for the overall development effort. Take a leading role in release and sprint planning and delivery efforts, validating and updating estimates, resource requirements, and skill sets. Review, analyze, interpret, and finalize the development required for new or modified products and components using requirements and design documentation. Own the overall development strategy, including development processes, tool usage, and the delivery methodology for the project or product. Ensure delivery is completed within agreed effort and schedule commitments. Guide technical delivery across Genesys Cloud CX, CCaaS development, and Microsoft Azure environments. Act as the key client contact for the delivery of software development services within the role's remit while supporting technical delivery, team development, quality, and stakeholder objectives. Required Qualifications To Be Successful In This Role 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, such as Genesys Cloud CX. Strong understanding of contact center operations, telephony, and cloud architectures. Experience with project management methodologies such as 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. Strong senior client-facing skills, including the ability to solve problems, assess risks, and facilitate change. Broad understanding of the development lifecycle and the use of key delivery metrics. Assets Experience with large-scale CCaaS migrations or greenfield implementations. Certifications in relevant CCaaS platforms or cloud technologies, such as AWS or Azure. Experience managing geographically distributed teams. Familiarity with DevOps practices and CI/CD pipelines. Strategic thinking and business acumen. Results-oriented and proactive approach. Strong organizational and prioritization skills. Ability to inspire and lead teams. CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $100,000-$150,000. This role is an existing vacancy. Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.

What you’ll do

Lead the planning, design, development, integration, and delivery of Genesys Cloud CX and other CCaaS solutions, including defining scope, schedules, resources, estimates, and delivery strategy. Serve as a key client contact while guiding technical teams, managing delivery risks and dependencies, and ensuring quality and commitments are met.

Requirements

Requires a bachelor's or master's degree in computer science, information technology, or a related field, or equivalent experience, along with 7+ years of software development experience and at least 3 years in a leadership role. Candidates should have CCaaS delivery experience, knowledge of contact center operations, telephony and cloud architectures, project management methods, and strong leadership, client-facing, communication, and problem-solving skills.

Listed skills

• Microsoft Azure · Preferred
• Risk Management · Preferred
• Scrum · Preferred
• Agile · Preferred
• Project management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Genesys Cloud CX
• CCaaS Development
• Microsoft Azure
• Technical Leadership
• Software Development
• Contact Center Operations
• Telephony
• Cloud Architecture
• Project Management
• Agile
• Scrum
• Waterfall
• Stakeholder Management
• Risk Management
• Security and Compliance
• DevOps

Job areas

• Technology
• Software
• Management & Leadership
• Consulting

More jobs from CGI