Tech Lead – Ivr & Contact Centre/ Amazon Connect Developer

Zernam; Toronto; Hybrid; CAD 110,000 - 120,000; Full time

Job summary

Zernam in Toronto, ON, is seeking a senior contact center solutions lead to design IVR menus, implement speech recognition, and integrate CTI with backend systems. You will guide delivery within Agile/Scrum teams and coordinate with stakeholders to deliver scalable contact center applications.

The role requires hands-on experience with cloud contact center platforms such as AWS Amazon Connect, Genesys, Cisco UCCE/UCCX, NICE, Avaya or Nuance, plus strong leadership and communication skills.

Qualifications

• Strong hands-on knowledge of AWS Amazon Connect.
• Experience developing IVR and contact centre applications.
• Experience with contact flow design, call routing, self-service, and speech recognition.
• Knowledge of CTI integrations, APIs, web services, and backend integrations.
• Experience with cloud-based contact centre solutions and telephony technologies.
• Experience with platforms such as Genesys, Cisco UCCE/UCCX, NICE, Avaya, or Nuance is relevant.
• Strong project management, stakeholder management, and technical leadership skills.
• Excellent communication and problem-solving abilities.
• High School diploma or Bachelor’s degree.
• Open work permit.
• Valid driver’s license.

Responsibilities

• Design and develop IVR menus, contact flows, call routing, and self-service solutions.
• Implement speech recognition capabilities.
• Integrate contact centre applications with backend systems through CTI, APIs, and web services.
• Lead technical delivery and provide ongoing application support.
• Coordinate with stakeholders and project teams to deliver solutions.
• Work within Agile/Scrum delivery teams.

Skills

Project management

Stakeholder management

Technical leadership

Communication

Problem-solving

Open work permit

Valid driver's license

Education

Bachelor's degree

High School diploma

Tools

AWS Amazon Connect

Genesys

Cisco UCCE/UCCX

NICE

Avaya

Nuance

CTI integrations

APIs

Web services

Backend integrations

Job description

Key Responsibilities:

• Design and develop IVR menus, contact flows, call routing, and self-service solutions.
• Implement speech recognition capabilities.
• Integrate contact centre applications with backend systems through CTI, APIs, and web services.
• Lead technical delivery and provide ongoing application support.
• Coordinate with stakeholders and project teams to deliver solutions.
• Work within Agile/Scrum delivery teams.

Required Skills:

• Strong hands-on knowledge of AWS Amazon Connect.
• Strong experience developing IVR and contact centre applications.
• Experience with contact flow design, call routing, self-service, and speech recognition.
• Knowledge of CTI integrations, APIs, web services, and backend integrations.
• Experience with cloud-based contact centre solutions and telephony technologies.
• Experience with platforms such as Genesys, Cisco UCCE/UCCX, NICE, Avaya, or Nuance is relevant.
• Strong project management, stakeholder management, and technical leadership skills.
• Excellent communication and problem-solving abilities.
• High School diploma or Bachelor’s degree.
• Open work permit.Valid driver’s license.

Pay: $110,000.00-$120,000.00 per year

Willingness to travel:

• 100% (preferred)

Work Location: Hybrid remote in Toronto, ON (Toronto District)