Technical Lead – IVR & Contact Center Applications

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. in Toronto, ON, is seeking a Technical Lead for IVR and Contact Center Applications to drive design, development, and deployment of sophisticated IVR and CC solutions.

You will lead cross-functional teams, work with Genesys, AWS Connect, and other platforms, and manage CTI integrations, APIs, and backend systems in a hybrid work setting. Strong leadership and Agile experience are essential.

Qualifications

• Experience leading IVR and contact center projects.
• Strong knowledge of cloud-based contact center solutions.
• Ability to manage stakeholders and project delivery.
• Proven leadership and communication skills.

Responsibilities

• Design and implement IVR and contact center solutions.
• Lead the development, deployment, and support of IVR/CC applications.
• Manage CTI integrations, APIs and backend systems.
• Oversee cloud-based contact center technologies and telephony.
• Lead project management and stakeholder engagement.
• Apply Agile/Scrum methodologies.

Skills

IVR/CC design

Project leadership

Agile/Scrum

Communication

Stakeholder mgmt

Leadership

AWS Connect

CTI integration

APIs/web services

Tools

Genesys

Cisco UCCE/UCCX

Amazon Connect

NICE

Avaya

Nuance

Job description

Technical Lead – IVR & Contact Center Applications

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.