Job Summary

Lead the design, delivery, and operational management of enterprise Contact Center solutions.Own end-to-end technical delivery across IVR, routing, digital channels, integrations, reporting, and agent experience.Translate business requirements into scalable and reliable Contact Center solutions.Drive solution design, development, testing, deployment, and production readiness.Coordinate across business, architecture, development, QA, DevOps, and operations teams.Ensure platform availability, performance, security, resiliency, and operational stability.Lead incident resolution, root-cause analysis, and continuous service improvements.Drive automation and modernization initiatives to improve containment, AHT, customer experience, and agent productivity.Provide technical leadership, delivery governance, and stakeholder communication across Contact Center initiatives.Mentor team members and establish engineering, deployment, and operational best practices.

Key Responsibilities

Contact Center

- Lead the design, development, implementation, and support of enterprise Contact Center solutions.
- Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
- Provide technical leadership for voice, chat, email, messaging, and task-based customer interactions.
- Design integrations between the contact center platform and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications.
- Drive improvements across customer experience, self-service containment, agent productivity, and operational efficiency.




- Troubleshoot complex issues related to IVR, routing, telephony, integrations, agent experience, call failures, disconnects, and customer journeys.
- Lead technical design reviews and ensure solutions meet security, scalability, resiliency, availability, and performance requirements.
- Establish reusable development standards, technical governance, and engineering best practices.
- Coordinate with architecture, development, QA, operations, security, network, telecom, and business teams for successful delivery.
- Provide technical ownership for production issues, root cause analysis, problem management, and preventive improvements.

Amazon Connect

- Lead the design, development, configuration, and support of Amazon Connect contact center solutions.
- Design and review Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects, Security Profiles, Prompts, and agent configurations.
- Provide technical guidance for integration with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions as applicable.
- Lead solution design and technical reviews for current contact center features and enhancements.
- Troubleshoot complex IVR, routing, integration, call-flow, and production issues.
- Drive engineering standards, reusable components, code reviews, and technical governance.
- Coordinate with developers, QA, architects, security teams, and business stakeholders for successful releases.

Skill Requirements

Must Have Skill

Amazon Connect,Architecture design,Contact Center Applications - Others

Good to Have Skill

Other Requirements

📌 Lead Consultant(Development) (Toronto)
🏢 HCLTech
📍 Toronto