Role Overview
Job Title: Contact Center Tech PM
Location: Toronto Downtown - Hybrid

Employment Type: Full-time
Job Description
Technology Lead will be responsible for the delivery of technology projects and manage a team of leaders responsible for supporting project delivery. Plan, manage and deliver distinct projects through all specific phases, in alignment with business and/or enterprise strategies. Provide leadership, direction and coaching to teams(s) while partnering with POs / RTEs within a single or across multiple Lines of Business.
· Possess strong technical leadership skills and collaboration skills who can manage, lead and oversee technical decisions, manage large code bases and be responsible for developer tasks and code quality.
· Facilitate and develop technology forecasts, total cost estimates and deliverables with the business and internal partners.
· Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends/developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques
· Manage a team of Leads, designers and BSAs responsible for sprint delivery
· Assist in leading projects including implementations with 3rd party solutions, and internal cross platform dependent solutions.
· Facilitate decisions with respect to solution, architecture and potential options & risks which will have downstream impact in cost and scalability.
· Participate in business planning discussions and define the technology delivery approach, including cross applications / teams' integration, and/or release co-ordination




· Act as an integrator of solutions; provide a flexible approach by offering and negotiating options with the clients that assure the appropriate balance between service levels, cost and risk
· Work closely with IT leadership and architecture to ensure on-going focus on reusability, scalability, and enterprise-wide solutions, to maximize returns on the suite of products
· Drive decisions concerning the solution, architecture, and potential options & risks which will have a downstream impact on cost and scalability
· Participate in agile planning discussion and define the technology delivery approach, including cross applications/teams' integration, and/or release coordination.
Requirements
· 7 years of experience in Contact Center domain managing end-to-end technical delivery of medium and large-size projects
· Excellent time management skills with a proven ability to meet deadlines
· Robust communicator with a positive approach that can liaise with teams, colleagues and partners to achieve delivery success
· Experience in building enterprise IVR applications using AWS, GCP, RESTful APIs, VXML,
· Understanding Cloud fundamentals (AWS, GCP and Microsoft Azure etc).
· Working knowledge of Conversational IVR, VXML, VUI, Speech Recognition, Text-to-Speech applications
· Ability to manage multiple teams and projects with increasing degree of complexity and broad scope (e.g., multi-function within the business line).
· Willingness, motivation, and ability to work independently (and autonomously) in the management of projects, teams, and operational discipline, and can develop strategic thinking and planning throughout work plan execution
· Familiarity with tools like JIRA, Cyara and Confluence
· Strong verbal and written communication skills are essential
· Experience working within a large-scale Enterprise environment

📌 CONTACT CENTER TECH PM (Toronto)
🏢 CareerBeacon
📍 Toronto