Technical Lead – IVR & Contact Center, Amazon Connect

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

Astra-North Infoteck Inc. seeks a Technical Lead to own IVR and Contact Center solutions, with emphasis on Amazon Connect. You will drive design, development, and deployment, collaborating with cross-functional teams in a hybrid Toronto environment.

You should have strong hands-on experience with IVR platforms, CTI integrations, cloud telephony, and AWS Connect, plus proven leadership and project-management skills to deliver customer-centric contact center enhancements.

Qualifications

• Lead the design, development, implementation, and support of IVR and Contact Center applications.
• Strong experience in IVR and Contact Center platforms (Genesys, Cisco UCCE/UCCX, Amazon Connect, NICE, Avaya, Nuance).
• Experience in contact flow design, call routing, self-service solutions, and speech recognition.
• Knowledge of CTI integration, APIs, web services, and backend system integrations.
• Experience with cloud-based contact center solutions and telephony technologies.
• Strong project management and stakeholder management skills.
• Familiarity with Agile/Scrum methodologies.
• Excellent problem-solving, communication, and leadership skills.
• Strong knowledge of AWS Amazon Connect.

Responsibilities

• Lead the design, development, and deployment of IVR and contact center apps.
• Design contact flows, routing, self-service, and speech recognition.
• Integrate CTI, APIs, and backend systems.
• Work with cloud-based contact center and telephony tech.
• Manage projects and stakeholders.
• Apply Agile/Scrum methodologies.
• Demonstrate strong problem-solving and leadership.
• Leverage AWS Amazon Connect expertise.

Skills

IVR design

Contact Center

Cloud telephony

AWS Connect

Project management

Stakeholder management

Agile/Scrum

Leadership

Communication

CTI integration

Tools

Genesys

Cisco UCCE/UCCX

Amazon Connect

NICE

Avaya

Nuance

Job description

Technical Lead – IVR & Contact Center, Amazon Connect

Technical Lead – IVR & Contact Center, Amazon Connect

Location: Toronto, ON
Work Mode: 4 days hybrid

Skill Required:

• Lead the design, development, implementation, and support of IVR and Contact Center applications.
  

• Strong experience in IVR and Contact Center platforms (e.g., Genesys, Cisco UCCE/UCCX, Amazon Connect, NICE, Avaya, Nuance).
  

• Experience in contact flow design, call routing, self-service solutions, and speech recognition.
  

• Knowledge of CTI integration, APIs, web services, and backend system integrations.
  

• Experience with cloud-based contact center solutions and telephony technologies.
  

• Strong project management and stakeholder management skills.
  

• Familiarity with Agile/Scrum methodologies.
  

• Excellent problem-solving, communication, and leadership skills.
  

• Strong knowledge of AWS Amazon Connect.