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Jobs in Surrey, Canada

Technical Service Delivery Lead

GuruLink

Toronto
À distance
CAD 90 000 - 120 000
Il y a 30+ jours
Je veux recevoir les dernières offres d’emploi à Surrey

Digital marketer needed

freelance.ca

Kitchener
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Results-Driven Digital Marketer for ROI & Growth

freelance.ca

Kitchener
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Contact Center Representative (Credit Cards CARE, Remote) - Bilingual

Canadian Imperial Bank of Commerce

Montréal
À distance
CAD 45 000 - 60 000
Il y a 30+ jours

Bilingual Technical Graphic Designer (Contractor role)

CWB Group

Edmonton
À distance
CAD 60 000 - 80 000
Il y a 30+ jours
discover more jobs illustrationDécouvrez plus d’offres que n’importe où ailleurs. Trouvez plus de postes maintenant

Senior Systems Administrator (Storage)

Targeted Talent

Canada
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Remote Storage Systems Admin - Growth & Mentorship

Targeted Talent

Canada
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Machine Operator/Truck Driver

Targeted Talent

Canada
À distance
CAD 50 000 - 70 000
Il y a 30+ jours
HeadhuntersEntrez en contact avec des chasseurs de têtes pour postuler à des offres similaires

Remote Appointment Setter

Park Hill Portraits

Toronto
À distance
CAD 55 000 - 84 000
Il y a 30+ jours

Frontend Staff Engineer — Crypto UI & Platform Architect

Omaze

Canada
À distance
CAD 295 000
Il y a 30+ jours

Entry Level Customer Service - Work From Home

American Income Life Insurance Company

Calgary
À distance
CAD 40 000 - 55 000
Il y a 30+ jours

Remote Benefits Representative — Customer Care & Growth

American Income Life Insurance Company

Calgary
À distance
CAD 40 000 - 55 000
Il y a 30+ jours

Navigator NCS Product Line Manager

Ciena

Canada
À distance
CAD 110 000 - 176 000
Il y a 30+ jours

Telco Network Product Lead: AiOPS & Digital Twin

Ciena

Canada
À distance
CAD 110 000 - 176 000
Il y a 30+ jours

Conseiller principal, synthèse des données probantes, RWE / Senior Consultant, Evidence Synthes[...]

IQVIA

Canada
À distance
CAD 80 000 - 100 000
Il y a 30+ jours

Become a Luxury Brand Evaluator (Canada) - Apply Now

CXG

Edmonton
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Flexible Luxury Brand Evaluator

CXG

Edmonton
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Senior HRSD System Admin

Cpus Engineering Staffing Solutions Inc.

Whitby
À distance
CAD 80 000 - 100 000
Il y a 30+ jours

Freelance Interpreter (English/Hungarian)

MCIS Language Solutions

Canada
À distance
CAD 30 000 - 60 000
Il y a 30+ jours

Bilingual Interpreter (English/Hungarian) — Remote & On-site

MCIS Language Solutions

Canada
À distance
CAD 30 000 - 60 000
Il y a 30+ jours

Infirmière / Infirmier gestionnaire de cas / Bilingual Nurse Case Manager - Future Opportunities

Cencora

Canada
À distance
CAD 70 000 - 90 000
Il y a 30+ jours

Remote Appointment Closer — Earn Big with Warm Leads

Park Hill Portraits

Vancouver
À distance
CAD 40 000 - 60 000
Il y a 30+ jours

Auto Claims Adjuster (Contract)

Crawford & Company (Canada) Inc.

Toronto
À distance
CAD 60 000 - 80 000
Il y a 30+ jours

Marketing Engineer

Skillshare

Canada
À distance
CAD 70 000 - 90 000
Il y a 30+ jours

ECOMMERCE EXECUTIVE

Fidelis Partners

Canada
À distance
CAD 50 000 - 70 000
Il y a 30+ jours

Meilleurs postes :

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Technical Service Delivery Lead
GuruLink
Toronto
À distance
CAD 90 000 - 120 000
Plein temps
Il y a 30+ jours

Résumé du poste

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.

Responsabilités

  • 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.

Connaissances

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

Formation

Bachelor’s degree in Computer Science or related

Outils

Dynatrace
Cyara
ELK
Amazon Connect
Genesys
Description du poste
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.
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* Le salaire de référence se base sur les salaires cibles des leaders du marché dans leurs secteurs correspondants. Il vise à servir de guide pour aider les membres Premium à évaluer les postes vacants et contribuer aux négociations salariales. Le salaire de référence n’est pas fourni directement par l’entreprise et peut pourrait être beaucoup plus élevé ou plus bas.

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