CCaaS Platform Specialist

Apex Systems; Toronto; Hybrid; CAD 96,000 - 103,000; Full time

Benefits offered by this job

On-demand training

Certification prep

Career development resources

Job summary

Everforth Apex is seeking a CCaaS Platform Specialist for a hybrid Downtown Toronto role. You will configure, customize, integrate, and maintain CCaaS solutions to optimize performance and user experience in a dynamic contact center environment.

The role requires 6+ years in CCaaS, API proficiency, and strong telephony knowledge. Collaboration with BA/BSA, designers, and vendor partners is essential to deliver robust solutions.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• More than 6 years of CCaaS platform development experience (Genesys Cloud, NICE CXone, Five9, Amazon Connect).
• Proficiency with CCaaS platform APIs, scripting languages, and workflow designers.
• Experience with telephony concepts (SIP, ACD, CTI, IVR).
• Strong understanding of integration techniques (RESTful APIs, middleware, data mapping).
• Familiarity with cloud technologies (AWS, Azure, or Google Cloud).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and documentation abilities.

Responsibilities

• Configure and customize CCaaS features (IVR, routing, agent desktop, dialer).
• Develop and maintain workflows and automation for contact center processes.
• Integrate CCaaS with CRMs, databases, WFM, and other systems via APIs.

Skills

CCaaS platform

Genesys Cloud

NICE CXone

Five9

Amazon Connect

APIs

Scripting languages

Workflow designers

SIP/ACD/CTI/IVR

Cloud technologies (AWS/Azure/GC)

Education

Bachelor’s degree in CS/IT or related field

Tools

AWS

Azure

Google Cloud

Job description

Job#: 3056205

Job Description:

CCaaS Platform Specialist:

Client: Big 5 Bank

Location: Hybrid Downtown Toronto, Ontario (2-3 days a week)

Term: 12 month contract, with a focus on contract to hire.

Hours: 37.5 hours/week Monday-Friday, 9:00 am - 5:00 pm –

The CCaaS Platform Developer is responsible for the configuration, customization, integration, and ongoing maintenance of Cloud Contact Center as a Service (CCaaS) solutions. This role ensures the platform is optimized for performance, reliability, and user experience, supporting both day-to-day operations and strategic initiatives within the contact center environment.

This role is critical for ensuring the CCaaS platform is robust, scalable, and aligned with business objectives, enabling superior customer experiences and efficient contact center operations.

Platform Configuration & Customization

• Configure and customize CCaaS platform features such as IVR, call routing, agent desktop, and dialer modules.
• Develop and maintain workflows, scripts, and automation to streamline contact center processes.
• Implement new features and enhancements based on business requirements.

Integration

• Integrate the CCaaS platform with CRMs, databases, workforce management, and other enterprise systems using APIs and middleware.
• Develop and maintain data flows between the CCaaS platform and external applications.

Support & Maintenance

• Perform regular system updates, patches, and upgrades to ensure platform stability and security.
• Provide technical support to end-users and contact center operations teams.

Quality Assurance

• Develop and execute test plans for new features, integrations, and platform updates.
• Ensure solutions meet quality, security, and compliance standards.

Documentation

• Create and maintain technical documentation, user guides, and process documentation.
• Document configurations, customizations, and integration points for future reference.

Collaboration

• Work closely with BA/BSA. Designers, and vendor partners to gather requirements and deliver solutions.
• Participate in project planning, status meetings, and cross-functional initiatives.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• More than 6 years of experience in CCaaS platform development (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect).
• Proficiency with CCaaS platform APIs, scripting languages, and workflow designers.
• Experience with telephony concepts (SIP, ACD, CTI, IVR).
• Strong understanding of integration techniques (RESTful APIs, middleware, data mapping).
• Familiarity with cloud technologies (AWS, Azure, or Google Cloud).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and documentation abilities.

Preferred Qualifications

• Experience with front-end frameworks (React, Angular, Vue.js) for agent desktop customization.
• Knowledge of reporting, analytics, and BI tools.
• Certifications in relevant CCaaS platforms or cloud technologies.
• Experience with agile development methodologies.

Key Competencies

• Attention to detail and quality
• Customer-centric mindset
• Ability to work independently and in a team
• Adaptability to evolving technologies and business needs
• Strong organizational and time management skills

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: $70- 75/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.

© 2026 Everforth, Inc. All rights reserved.

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

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

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).