Job#: 3040297

: Senior Manager, Contact Centre Technology Operations

Location: Mississauga

Duration: 12 month contract; potential contract to hire

Job Type: Contract/ Contract to Hire

Work Model: hybrid 2 days onsite

About The Opportunity

We are seeking a Senior Manager to lead production support and service operations for a large-scale contact centre technology portfolio. This leader will oversee L1 and L2 support, major incident management, operational readiness, service communications, automation, and managed service provider performance.

Key Responsibilities

- Lead day-to-day L1 and L2 production support across voice, chat, email, SMS, fax, digital agents, and related contact centre integrations.
- Establish effective intake, triage, escalation, on-call, handoff, and incident resolution processes.
- Lead major incidents, including technical coordination, recovery planning, stakeholder communications, and post-incident follow-up.
- Develop and implement an automation roadmap using AI agents, APIs, workflow tools, diagnostic scripts, self-service capabilities, and automated remediation.
- Drive problem management, root cause analysis, corrective actions, and the permanent resolution of recurring incidents.
- Establish monitoring, alerting, dashboards, runbooks, service mapping, knowledge management, and production-readiness standards.
- Ensure new platforms, releases, integrations, and digital agents meet operational support requirements before production deployment.
- Translate technical incidents into clear business impact assessments, executive updates, and customer-facing communications.
- Manage MSP and vendor performance, including service levels, coverage, quality, escalation effectiveness, and continuous improvement.
- Lead, coach, and develop a high-performing technology operations and support team.

Must-Have Qualifications

- 8+ years of experience in technology operations, production support, service delivery, platform operations, SRE, DevOps, or a related field.
- Demonstrated experience leading enterprise L1 and L2 support teams in a complex, multi-platform environment.
- Strong major incident, problem, change, release, knowledge, monitoring, and event management experience.
- Hands-on experience designing or implementing operational automation using scripting, APIs, workflow platforms, monitoring tools, AI agents, or similar technologies.




- Strong understanding of distributed systems, SaaS platforms, cloud services, APIs, integrations, identity, networking, data flows, and production diagnostics.
- Experience establishing observability and operational-readiness practices, including actionable alerting, dashboards, runbooks, service mapping, and production acceptance criteria.
- Proven experience conducting root cause analysis and reducing repeat incidents and manual operational effort.
- Experience managing MSPs, outsourced support providers, or technology vendors using service levels and performance metrics.
- Solid people leadership, coaching, prioritization, and cross-functional stakeholder management skills.
- Exceptional written and verbal communication skills, including executive-level incident communications.
- Ability to support major incidents outside standard business hours and establish sustainable on-call coverage.

Nice-to-Have Qualifications

- Experience supporting contact centre or customer engagement technologies, including CCaaS, telephony, CRM, workforce engagement, quality management, conversational AI, or digital agent platforms.
- Experience with ServiceNow or a comparable ITSM platform.
- Experience with Python, PowerShell, JavaScript, SQL, REST APIs, JSON, Git, CI/CD, or cloud-native observability tools.
- Experience designing or supporting AI-enabled operational solutions, agent orchestration, knowledge grounding, human-in-the-loop controls, and safe escalation processes.
- Experience within healthcare, life sciences, financial services, or another regulated industry.
- ITIL, SRE, cloud, DevOps, service management, or relevant platform certifications.

Required Experience

- Experience operating business-critical services within a large enterprise or regulated environment.
- Experience leading teams or major operational capabilities.
- Demonstrated success implementing automation that improved service reliability, reduced manual effort, accelerated service restoration, or increased support scalability.
- Experience coordinating across engineering,



cybersecurity, infrastructure, platform vendors, MSPs, and business technology teams.

Education & Certifications

- Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline.
- Equivalent practical experience may be considered.
- Relevant ITIL, SRE, cloud, DevOps, or service management certifications are considered an asset.

Measures of Success

- Reliable L1 and L2 support with clear ownership, effective escalation, and consistent customer communication.
- Reduction in recurring incidents and timely completion of corrective actions.
- Increased automation, self-service, automated diagnosis, and remediation coverage.
- Reduced manual operational effort and improved service restoration times.
- Stronger service visibility through actionable alerts, current runbooks, and accurate dependency mapping.
- Transparent MSP performance and cost-to-support reporting.
- Increased confidence from customers, service managers, users, and engineering partners.

Physical Requirements

General office requirements apply. The successful candidate must be able to participate in virtual and in-person collaboration and support time-sensitive production incidents when required.

Why Join Us

- Lead the transformation of a critical enterprise technology support function.
- Build and operationalize an automation-first support model.
- Work across modern contact centre, cloud, AI, and digital engagement technologies.
- Influence service reliability and customer experience across a complex enterprise environment.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe.

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Everforth

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

📌 Sr. Manager, Support Engineering & Automation - Contact Center Technology (Toronto)
🏢 Apex Systems
📍 Toronto