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[Job-25637] Cloud Contact Center Implementation Specialist, Canada
4 weeks ago
Overview
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.
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
- 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).
- Must-Have: Expertise in designing and implementing complex IVR and advanced call routing logic.
- Must-Have: Strong experience developing with serverless technologies (e.g., AWS Lambda, Azure Functions, Google Cloud Functions) for integrations.
- Must-Have: Demonstrated experience integrating conversational AI services (e.g., Amazon Lex, Dialogflow, Azure AI) into contact center workflows.
- Must-Have: Solid understanding of cloud infrastructure concepts, APIs, and microservices architecture.
- Must-Have: Excellent problem-solving, analytical, and communication skills.
- Must-Have: Ability to work independently and manage multiple priorities in a fast-paced environment.
- Must-Have: Fluent English skills to interact with multicultural team and American client everyday.
- Preferred: Experience with specific cloud platforms relevant to the organization's existing technology stack (e.g., strong AWS background for an Amazon Connect role).
- Preferred: Experience with specific CRM platforms (e.g., Salesforce, Dynamics 365) and their integration points.
- Preferred: Familiarity with contact center analytics and reporting tools (e.g., Amazon Connect's Contact Lens, native analytics platforms).
- Preferred: Knowledge of contact center operational metrics (AHT, FCR, CSAT).
- Preferred: Experience with deployment automation and CI/CD pipelines.
- Preferred: Relevant professional certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator).
Benefits
- If you like it, just apply and good luck
- 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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