CCaaS Platform Specialist

Role overview

Location and work arrangement

• Hybrid role in downtown Toronto, Ontario, with 2–3 days per week indicated.

Term and hours

• 12-month contract with a focus on contract-to-hire.
• 37.5 hours per week, Monday to Friday, 9:00 a.m. to 5:00 p.m.

Responsibilities

• Configure CCaaS features such as IVR, call routing, agent desktop, and dialer modules; develop workflows, scripts, and automation.
• Implement enhancements and integrate CCaaS with CRMs, databases, workforce management, and enterprise systems using APIs and middleware.
• Maintain platform-to-application data flows; perform updates, patches, and upgrades; provide technical support.
• Develop and execute tests for features, integrations, and updates, ensuring quality, security, and compliance.
• Create and maintain technical, user, process, configuration, customization, and integration documentation.
• Gather requirements and deliver solutions with business analysts, designers, and vendors; participate in planning, status meetings, and cross-functional initiatives.

Required qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• More than 6 years of CCaaS platform development experience, such as with Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
• Proficiency with CCaaS APIs, scripting languages, and workflow designers; experience with SIP, ACD, CTI, and IVR.
• Strong understanding of RESTful APIs, middleware, and data mapping; familiarity with AWS, Azure, or Google Cloud.
• Strong troubleshooting, analytical, problem-solving, communication, and documentation abilities.

Preferred qualifications

• Front-end framework experience with React, Angular, or Vue.js for agent desktop customization is preferred.
• Reporting, analytics, or BI tools; relevant CCaaS or cloud certifications; and agile development experience are preferred.
• Competencies include attention to detail and quality, customer-centricity, independence and teamwork, adaptability, organization, and time management.

Compensation

• Estimated hourly range is $70–$75 per hour; total compensation may vary based on individual circumstances.