We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 7,400 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

We are seeking a highly skilled and experienced Cloud Contact Center Implementation Specialist to design, implement, and manage our modern, cloud-based contact center solutions. The ideal candidate will have deep, hands-on experience deploying Contact Center as a Service (CCaaS) platforms and will be responsible for end-to-end delivery. This includes architecting complex call flows, integrating AI services, and building custom integrations with enterprise systems using serverless technologies.

Key Responsibilities

Solution Design & Architecture: Translate business requirements into a robust, scalable, and resilient cloud contact center architecture.

Platform Implementation: Lead the hands-on configuration, development, and deployment of the chosen CCaaS platform.

Custom Integrations: Develop serverless functions (e.g., AWS Lambda, Azure Functions) to build seamless integrations with CRM, ticketing, and other third-party systems.

Testing and Validation: Create and execute comprehensive test plans to ensure all contact flows, integrations, and configurations function correctly.

Troubleshooting and Support: Provide expert-level technical support, troubleshoot complex issues, and optimize system performance throughout the project lifecycle.

Documentation and Training: Develop and maintain detailed technical documentation and conduct training sessions for administrators and support staff.

Qualifications/ Required (Must-Have)

Proven experience as an Implementation Specialist or Solutions Architect with hands-on experience in deploying and managing cloud contact center platforms (e.g., Amazon Connect, Dynamics 365 Contact Center, Google CCAI).

Expertise in designing and implementing complex IVR and advanced call routing logic.

Strong experience developing with serverless technologies (e.g., AWS Lambda, Azure Functions, Google Cloud Functions) for integrations.

Demonstrated experience integrating conversational AI services (e.g., Amazon Lex, Dialogflow, Azure AI) into contact center workflows

Solid understanding of cloud infrastructure concepts, APIs, and microservices architecture.

Excellent problem-solving, analytical, and communication skills.

Ability to work independently and manage multiple priorities in a fast-paced environment.

Fluent English skills to interact with multicultural team and american client everyday.

Preferred (Nice-to-Have)

Experience with specific cloud platforms relevant to the organization's existing technology stack (e.g., strong AWS background for an Amazon Connect role).

Experience with specific CRM platforms (e.g., Salesforce [https://www.salesforce.com/], Dynamics 365) and their integration points.

Familiarity with contact center analytics and reporting tools (e.g., Amazon Connect's Contact Lens, native analytics platforms).

Knowledge of contact center operational metrics (AHT, FCR, CSAT).

Experience with deployment automation and CI/CD pipelines.

Relevant professional certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator).

If you like it, just apply and good luck!

LI-LO1

Why join us?

Competitive Salary
Generous paid vacation days
Unlimited sick time
100% paid health & dental benefits starting day one
Annual profit-sharing distribution
Retirement match
Paid parental leave
Dedicated career advisor
And so much more…

Collaboration is our superpower, diversity unites us, and excellence is our standard.

We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.

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[Job-25637] Cloud Contact Center Implementation Specialist, Canada