CCaaS Platform Specialist

This role is hybrid and requires you to be at our downtown Toronto office (250 Yonge St) and/or Client office at a minimum 2 days per week - subject to change at any time.

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 environment.

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.

**Your future duties and responsibilities**

. Platform Configuration & Customization Configure and customize CCaaS platform features such as IVR, call routing, agent desktop, and dialer modules. Develop and maintain workflows, scripts, and automation to streamline contact center processes. Implement new features and enhancements based on business requirements.

. Integration Integrate the CCaaS platform with CRMs, databases, workforce management, and other enterprise systems using APIs and middleware. Develop and maintain data flows between the CCaaS platform and external applications.

. Support & Maintenance Perform regular system updates, patches, and upgrades to ensure platform stability and security. Provide technical support to end-users and contact center operations teams.

. Quality Assurance Develop and execute test plans for new features, integrations, and platform updates. Ensure solutions meet quality, security, and compliance standards.

. Documentation Create and maintain technical documentation, user guides, and process documentation. Document configurations, customizations, and integration points for future reference.

. Collaboration Work closely with BA/BSA. Designers, and vendor partners to gather requirements and deliver solutions. Participate in project planning, status meetings, and cross-functional initiatives.

**Required qualifications to be successful in this role**

. 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 skills

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000–$145,000. This role is an existing vacancy."

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.