Innovation Lead (CcaaS / CX)

Miratech; Kitchener; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading technology firm is seeking an Innovation Lead to transform a healthcare insurance provider's contact center. You will drive the migration to modern cloud solutions and enhance customer experience using AI technologies. The ideal candidate has over 4 years of experience and strong knowledge of CX transformation. This role offers remote flexibility, competitive pay, and growth opportunities in a multicultural environment.

Benefits

Health insurance

Language courses

Relocation program

Professional development opportunities

Team-building events

Qualifications

• 4+ years in innovation or cloud contact center migration.
• Expertise in Google CCAI and Amazon Connect implementations.
• Strong knowledge in AI/ML application in customer experience.

Responsibilities

• Lead cloud migration from legacy systems to modern platforms.
• Implement AI/ML solutions for improving customer interactions.
• Quantify business impact and communicate it to stakeholders.

Skills

CX transformation

Cloud contact center migration

Stakeholder management

AI and ML solutions

Integration and scalability

Tools

Google CCAI

Amazon Connect

Genesys Cloud

NICE CXone

Job description

Overview

We are seeking a dynamic Innovation Lead to drive the transformation of a healthcare insurance provider’s contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud) while ensuring innovation aligns with business objectives.

Responsibilities

• Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).
• Identify and implement AI / ML-driven solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.
• Own end-to-end execution of cloud migration, including integration, scalability, security (HIPAA / SOC2 compliance), and CI / CD / DevOps automation for seamless transitions.
• Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.
• Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.
• Drive a culture of innovation by staying ahead of CX / CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.
• Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes.

Qualifications

• 4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration (healthcare / insurance experience a plus).
• Hands-on expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations.
• Strong knowledge of AI / ML in CX (chatbots, NLP, speech analytics, predictive routing).
• Experience with cloud platforms (AWS, GCP), DevOps, CI / CD, and test automation in contact center environments.
• Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue / cost goals.
• Exceptional stakeholder management, with experience influencing C-level executives.

Nice to have

• Certifications in AWS Connect, Google CCAI, or CCaaS platforms.
• Background in healthcare / insurance compliance (HIPAA, PCI).
• Familiarity with CRM integrations (Salesforce, Zendesk) and workforce optimization (WFM, QM) tools.

We offer

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits : include health insurance, language courses, and a relocation program.
• Work From Anywhere Culture : remote work flexibility.
• Growth Mindset : professional development opportunities, certification programs, mentorship, internal mobility and internship opportunities.
• Global Impact : work on impactful projects for top global clients.
• Welcoming Multicultural Environment : inclusive and supportive work environment with regular team-building events.
• Social Sustainability Values : IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Product Management and Marketing

Industries

• IT Services and IT Consulting

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