Delivery Lead (CCaaS Platform)

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: 37.5 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
• 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.
• Technical Oversight
• Oversee the technical architecture, design, and development of CCaaS solutions (e.g., IVR, routing, agent desktop, dialer, reporting).
• Ensure adherence to best practices in software development, cloud architecture, and security.
• Review and approve technical designs, code, and integration approaches.
• Team Management
• Lead and mentor a multidisciplinary team of developers, engineers, and analysts.
• Foster a collaborative, high-performance culture focused on continuous improvement and innovation.
• Coordinate with external vendors and partners as needed.
• Quality Assurance & Compliance
• Oversee testing, validation, and deployment processes to ensure high-quality, reliable solutions.
• Ensure compliance with regulatory, security, and privacy standards relevant to contact center operations.
• Documentation & Knowledge Management
• Ensure comprehensive documentation of solutions, processes, and best practices.
• Promote 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 (e.g., 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 (e.g., AWS, Azure).
• Experience managing geographically distributed teams.
• Familiarity with DevOps 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.

• Role Type: Current opening
• Location: Ontario
• Hourly Range: $75-85/hr
  
  

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

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Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.