Contact Center Technology Project Manager

Description:

🚨 WE’RE HIRING | Contact Center Technology Project Manager 🚨

📍 Toronto Downtown – Hybrid
💼 Full-Time

We are looking for an experienced Contact Center Technology Project Manager / Technology Lead to drive the end-to-end delivery of medium to large-scale technology projects within an enterprise Contact Center environment.

The ideal candidate will bring strong Contact Center, Cloud, IVR, Agile delivery, and technical leadership experience, with the ability to lead multiple teams, manage complex integrations, and drive technology decisions from planning through implementation.

🔑 Key Skills & Experience
✅ 7+ years of experience managing end-to-end technical delivery in the Contact Center domain
✅ Strong experience with Enterprise IVR applications
✅ Hands-on understanding of AWS / GCP / Azure cloud environments
✅ Experience with RESTful APIs, VXML, Conversational IVR & VUI
✅ Knowledge of Speech Recognition & Text-to-Speech technologies
✅ Strong technical leadership and solution/architecture decision-making skills
✅ Experience managing multiple teams, projects, Leads, Designers & BSAs
✅ Strong Agile delivery experience, including sprint planning & release coordination
✅ Experience with JIRA, Cyara & Confluence
✅ Experience working with third-party solutions and cross-platform integrations
✅ Strong understanding of scalability, reusability, cost, risk and enterprise architecture
✅ Excellent communication, stakeholder management and problem-solving skills
✅ Experience working in a large-scale enterprise environment

🎯 What You’ll Do
• Lead technology delivery across complex Contact Center initiatives
• Manage technical teams and ensure successful sprint/project delivery
• Drive solution, architecture and integration decisions
• Partner with POs, RTEs, Architecture, IT Leadership and Business teams
• Manage dependencies across applications and technology teams
• Identify risks, options, cost and scalability impacts
• Support technology planning, forecasting and delivery strategy
• Ensure enterprise solutions are scalable, reusable and aligned with business objectives