CCaaS Call Center Specialist

2 weeks ago

Toronto, Ontario, Canada TalentVault Network Inc. Full time $120,000 - $180,000 per year

CCaaS Call Center Specialist

Location:
Toronto, ON

Job Type:
Contract

Start Date
- ASAP

Duration
- 3 months - Dec. 30, 2025

Work Model:
Remote

Job Summary:

Our client is in need of a seasoned leader with over 10+ years of consulting experience, specializing in transforming customer experience strategies and driving digital channel optimization for enterprise organizations. Demonstrates deep expertise in contact centre operations and is recognized for enabling next-generation Contact Center as a Service (CCaaS) solutions, including Genesys, Five9, and NICE. Adept at aligning technology investments with business outcomes, fostering innovation, and delivering measurable improvements in customer satisfaction, operational efficiency, and digital engagement.

Core Competencies:

  • Customer Experience Strategy & Transformation
  • Digital Channel Optimization
  • Contact Center Operations & Performance Improvement
  • CCaaS Platform Selection, Implementation & Integration
  • Business Development & Enterprise Growth

Professional Experience Highlights:


• Led multi-year CX transformation programs for enterprise clients, resulting in double-digit NPS and CSAT improvements.


• Directed large-scale CCaaS migrations, successfully transitioning legacy environments to cloud-based platforms and reducing total cost of ownership.


• Developed digital self-service strategies, increasing digital containment rates and reducing call volumes.


• Advised on vendor selection, RFP management, and technology roadmaps for global contact centre modernization initiatives.


• Implemented advanced analytics and reporting solutions to enable real-time performance monitoring and continuous improvement.


• Drove business development efforts, cultivating executive client relationships, identifying new opportunities, and expanding service offerings.


• Led complex enterprise pursuits, including RFP responses, solution development, and contract negotiations, resulting in significant new business wins and long-term client partnerships.

Industry Experience: Financial Services, Retail, and/or Public Sector

  • We thank all applicants, but only those who meet the required skills and are short-listed will be contacted.
  • We do not subcontract
  • You must currently reside within Canada
  • We do not sponsor Work Permits

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