Key Responsibilities:

- Design and develop IVR menus, contact flows, call routing, and self-service solutions.

- Implement speech recognition capabilities.

- Integrate contact centre applications with backend systems through CTI, APIs, and web services.

- Lead technical delivery and provide ongoing application support.

- Coordinate with stakeholders and project teams to deliver solutions.

- Work within Agile/Scrum delivery teams.

Required Skills:

- Solid hands-on knowledge of AWS Amazon Connect.

- Strong experience developing IVR and contact centre applications.

- Experience with contact flow design, call routing, self-service, and speech recognition.

- Knowledge of CTI integrations, APIs, web services, and backend integrations.





- Experience with cloud-based contact centre solutions and telephony technologies.

- Experience with platforms such as Genesys, Cisco UCCE/UCCX, NICE, Avaya, or Nuance is relevant.

- Strong project management, stakeholder management, and technical leadership skills.

- Excellent communication and problem-solving abilities.

- ● High School diploma or Bachelor’s degree.

- ● Open work permit.● Valid driver’s license.

Pay: $110,000.00-$120,000.00 per year

Willingness to travel

- 100% (preferred)

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 Tech Lead – IVR & Contact Centre/ Amazon Connect Developer (Toronto)
🏢 Zernam
📍 Toronto