# CCaaS Platform SpecialistApply**Job#: ****Job Description:****CCaaS Platform Specialist:****Client**: Big 5 Bank**Location:** Hybrid Downtown Toronto, Ontario (2-3 days a week)**Term**: 6 month contract, with a focus on contract to hire.**Hours**: 37.5 hours/week Monday-Friday, 9:00 am - 5:00 pm –The CCaaS Platform Developer is responsible for the configuration, customization, integration, and ongoing maintenance of Cloud Contact Center as a Service (CCaaS) solutions. This role ensures the platform is optimized for performance, reliability, and user experience, supporting both day-to-day operations and strategic initiatives within the contact center workplace.This role is critical for ensuring the CCaaS platform is robust, scalable, and aligned with business objectives, enabling superior customer experiences and efficient contact center operations.**Key Responsibilities****·****Platform Configuration & Customization**o Configure and customize CCaaS platform features such as IVR, call routing, agent desktop, and dialer modules.o Develop and maintain workflows, scripts, and automation to streamline contact center processes.o Implement new features and enhancements based on business requirements.· **Integration**o Integrate the CCaaS platform with CRMs, databases, workforce management, and other enterprise systems using APIs and middleware.o Develop and maintain data flows between the CCaaS platform and external applications.· **Support & Maintenance**o Perform regular system updates, patches, and upgrades to ensure platform stability and security.o Provide technical support to end-users and contact center operations teams.· **Quality Assurance**o Develop and execute test plans for new features, integrations,



and platform updates.o Ensure solutions meet quality, security, and compliance standards.· **Documentation**o Create and maintain technical documentation, user guides, and process documentation.o Document configurations, customizations, and integration points for future reference.· **Collaboration**o Work closely with BA/BSA. Designers, and vendor partners to gather requirements and deliver solutions.o Participate in project planning, status meetings, and cross-functional initiatives.**Required Skills & Qualifications**· Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).· 3+ years of experience in CCaaS platform development (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect).· Proficiency with CCaaS platform APIs, scripting languages, and workflow designers.· Experience with telephony concepts (SIP, ACD, CTI, IVR).· Strong understanding of integration techniques (RESTful APIs, middleware, data mapping).· Familiarity with cloud technologies (AWS, Azure, or Google Cloud).· Excellent troubleshooting, analytical, and problem-solving skills.· Strong communication and documentation abilities.**Preferred Qualifications**· Experience with front-end frameworks (React, Angular, Vue.js) for agent desktop customization.· Knowledge of reporting, analytics,



and BI tools.· Certifications in relevant CCaaS platforms or cloud technologies.· Experience with agile development methodologies.**Key Competencies**· Attention to detail and quality· Customer-centric mindset· Ability to work independently and in a team· Adaptability to evolving technologies and business needs· Strong organizational and time management skillsApex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.* **Role Type:**Current opening* **Location:** Ontario* **Hourly Range:** $71-80/hr *Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.****Everforth Apex Benefits Overview:** In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.***Employee Type:** Contract**Location:** Toronto, ON, CA**Job Type:****Date Posted:** October 16, 2026**Pay Range:** $71 - $80 per hour
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📌 CCaaS Platform Specialist (Toronto)
🏢 Apex Systems
📍 Toronto