Genesys CX Tech Lead

Insight Global; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

Insight Global is seeking a Senior Delivery Lead for CCaaS platforms to oversee end-to-end delivery, including design, development, integration, and deployment of contact centre solutions. The role requires guiding technical design, mentoring distributed teams, and ensuring security, privacy, and compliance throughout delivery.

The candidate will lead across IVR, routing, agent desktop, reporting, and cloud architecture, while mentoring engineers and analysts and collaborating with stakeholders

Qualifications

• Experience leading the development and delivery of CCaaS/contact centre solutions.
• Experience with CCaaS platforms such as Genesys Cloud CX.
• Understanding of contact centre technologies including IVR, routing, agent desktop, dialer, reporting, and telephony.
• Experience overseeing technical architecture, solution design, development, and integrations.

Responsibilities

• Lead end-to-end design, development, integration, and delivery of CCaaS solutions.
• Guide technical design, mentor development teams, and resolve delivery challenges.
• Communicate with stakeholders and manage risks, dependencies, and deployments.

Skills

CCaaS leadership

Genesys Cloud CX

IVR & routing

Cloud architecture

Agile/Scrum

DevOps & CI/CD

Stakeholder management

Distributed teams

Security & compliance

Mentoring teams

Tools

AWS

Azure

Job description

Job Description

Insight Global is looking for a Senior Delivery Lead – CCaaS Platform to oversee the end-to-end design, development, integration, and delivery of contact centre technology solutions. This person will provide technical oversight across IVR, routing, agent desktop, reporting, integrations, and cloud architecture, while ensuring solutions meet business, security, privacy, and compliance requirements.

This is a senior technical leadership role requiring someone who can drive delivery, guide technical design, mentor development teams, resolve technical challenges, and work closely with stakeholders throughout implementation.

Skills and Requirements

Experience leading the development and delivery of CCaaS/contact centre solutions.Experience with CCaaS platforms such as Genesys Cloud CX.Understanding of contact centre technologies including IVR, routing, agent desktop, dialer, reporting, and telephony.Experience overseeing technical architecture, solution design, development, and integrations.Ability to lead and mentor developers, engineers, and analysts and provide technical guidance throughout delivery.Experience managing delivery risks, issues, dependencies, testing, and deployment.Understanding of cloud architecture, security, compliance, and data privacy within contact centre environments.Experience working in Agile/Scrum or other enterprise delivery environments.Excellent communication and stakeholder managemeExperience with large-scale CCaaS migrations or greenfield implementations.Experience with AWS or Azure.Knowledge of DevOps and CI/CD practices.Experience leading geographically distributed teams.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].