Technical Service Delivery Lead

GuruLink; Toronto; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading tech firm is seeking an experienced professional to manage contact centre applications with expertise in Genesys and AWS Connect. This remote role involves providing technical guidance, overseeing operations, and leading incident responses. The ideal candidate has over 8 years of experience and a Bachelor's degree in a technical field. Strong leadership and cloud experience are essential.

Qualifications

• 8+ years of experience managing contact centre applications.
• Recent hands-on expertise supporting Genesys and Amazon Connect technologies.
• Proven leadership in vendor and escalation management.
• Strong experience with cloud and modern infrastructure tools.
• Experience setting up automated monitoring and dashboards.

Responsibilities

• Act as the focal point for Incident, Change, and Problem Management.
• Provide hands-on technical guidance for Genesys Engage and AWS Connect.
• Oversee Day 2 operations support for applications.
• Lead Major Incident Response Teams for application incidents.
• Review changes and coordinate with Release Management.

Skills

Managing contact centre applications

Hands-on expertise with Genesys and Amazon Connect

Vendor and escalation management

Deep understanding of the SDLC process

Experience with AWS Lambda, ECS Fargate

Automated monitoring and dashboards setup

Ownership mindset

Excellent communication abilities

Leading high-performing teams

Education

Bachelor’s degree in Computer Science or related

Tools

Dynatrace

Cyara

ELK

Amazon Connect

Genesys

Job description

Overview

Location: REMOTE / Toronto, Ontario

This job allows you to work remotely.

Responsibilities

• Act as the focal point for Incident, Change, and Problem Management (ITSM) for critical contact centre applications, including IVR, Genesys CTI/Engage, call recording, Workforce Management (WFM), Nuance GK/Voice ID, Pindrop, API integrations, and AWS Connect.
• Provide hands-on technical guidance for Genesys Engage and AWS Connect (Amazon Connect is highly recommended).
• Oversee Day 2 operations support for 30+ applications, ensuring application uptime and user satisfaction meet KPIs.
• Lead and actively participate in Major Incident Response Teams (MIRT) for contact centre application incidents.
• Review changes, assess cross impacts, and coordinate with the Release Management team.
• Eliminate manual health checks by driving automation and monitoring through tools such as Dynatrace, ELK/Kibana, Cyara call monitoring, and Power BI — Site Reliability Engineering (SRE) experience is preferred.
• Drive blameless post-mortems for major incidents and foster cross-team collaboration for continual improvement.
• Architect for resilience by influencing design decisions that improve system reliability and performance.
• Develop and embed non-functional requirements (NFRs) during project scoping; lead the service transition from project to production (“Build to Run”).
• Run the production environment by monitoring system health holistically and ensuring high availability.
• Build and maintain systems that manage platform infrastructure and applications.
• Proactively measure, analyze, and optimize system performance to stay ahead of customer needs and drive innovation.
• Provide operational support and engineering for large-scale, distributed software applications.

Must Have Skills

• 8+ years of experience managing contact centre applications
• Recent hands-on expertise supporting Genesys and Amazon Connect technologies.
• Proven leadership in vendor and escalation management.
• Deep understanding of the SDLC process and the ability to collaborate with development teams on runtime issues, solution sizing, and release planning.
• Strong experience with cloud and modern infrastructure tools: AWS Lambda, ECS Fargate, Azure, GitHub, OpenShift/container-based microservices, Amazon S3, Tomcat, and Apache.
• Practical experience setting up automated monitoring and dashboards using Dynatrace, Cyara, ELK, and similar tools.
• Bachelor’s degree in Computer Science, Systems Engineering, or a related technical field (e.g., Physics, Mathematics), or equivalent practical experience.
• Systematic problem-solving skills, strong ownership mindset, and excellent communication abilities.
• Demonstrated ability to lead a high-performing service delivery team.

Nice to Have Skills

• Working knowledge of Amazon Cloud and Cloud Development best practices.
• ITIL Foundation certification is required; ITIL Strategic Leadership or Managing Professional certification is a strong plus.
• Prior experience in an SRE role or driving SRE practices within production environments.