Development & Delivery Lead - Contact Center as a Service Platform

Job Description

We are looking for an experienced Development & Delivery Lead – Cloud Contact Center as a Service (CCaaS) to lead the planning, technical direction, execution and delivery of Genesys Cloud CX contact centre initiatives for a major financial services client.

You will oversee the development and integration of CCaaS capabilities, including IVR, contact routing, agent desktop, dialer, reporting and integrations with enterprise applications. Working as the right hand to the program Director, you will hold a 360-degree view of delivery across all workstreams, coordinating the client's internal teams, partner organizations and Miratech engineers toward a single plan.

The role combines hands-on technical oversight with team leadership and delivery accountability. You will define scope, build implementation plans, coordinate resources, manage risks and dependencies, review solution designs and make sure testing, deployment, documentation and operational handover are completed effectively. It calls for strong decision-making, stakeholder management and problem-solving, and the ability to turn business priorities into practical technical plans with measurable outcomes.

Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.

Responsibilities:

• Lead development planning, execution and delivery of CCaaS platform projects, including new features, integrations and enhancements.
• Manage delivery across all workstreams, including client, partner and Miratech teams, and keep the Director informed with a single, end-to-end view of progress.
• Define delivery scope, objectives, timelines and resource requirements with stakeholders, and manage delivery milestones.
• Manage risks, issues and dependencies to keep delivery on track.
• Oversee the technical architecture, design and development of CCaaS solutions, including IVR, routing, agent desktop, dialer and reporting.
• Review and approve technical designs, code and integration approaches, ensuring best practices in software development, cloud architecture and security.
• Lead and mentor a multidisciplinary team of developers, engineers and analysts, fostering a collaborative, high-performance culture.
• Coordinate external vendors and delivery partners.
• Oversee testing, validation, deployment and operational handover to ensure high-quality, reliable solutions.
• Ensure compliance with regulatory, security and privacy standards relevant to contact centre operations.
• Ensure solutions, processes and best practices are well documented, and promote knowledge sharing within the team.

Qualifications

• 7+ years of experience in software development, including at least 3 years in a leadership role.
• Proven hands-on experience delivering projects on Genesys Cloud CX is essential.
• Strong understanding of contact centre operations, telephony and cloud architectures.
• Experience leading delivery across multiple vendors, partners or workstreams.
• Experience with Agile, Scrum or Waterfall delivery methodologies.
• Expertise in working with security, compliance and data privacy standards.
• Strong problem-solving and decision-making abilities.
• Excellent leadership, communication and stakeholder management skills.
• Bachelor's or Master's degree in Computer Science, Information Technology or a related field, or equivalent experience.

Nice to have:

• Experience with large-scale CCaaS migrations or greenfield implementations.
• Genesys or cloud certifications (e.g., AWS, Azure).
• Experience managing geographically distributed teams.
• Familiarity with DevOps practices and CI/CD pipelines.
• Experience in banking, financial services or another regulated industry.

Additional Information

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.