Delivery Lead (Genesys CCaaS Platform)

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 Development & Delivery Lead for a Cloud Contact Center as a Service (CCaaS) platform is responsible for overseeing the end-to-end design, development, integration, and delivery of contact center technology solutions. This leadership role ensures that all CCaaS initiatives align with business objectives, are delivered on time, and meet quality, security, and compliance standards.

This role is critical for ensuring the successful delivery of innovative, scalable, and secure CCaaS solutions that drive superior customer experiences and support organizational objectives.

**Your future duties and responsibilities**

. Development Leadership & Delivery Lead the development planning, execution, and delivery of CCaaS platform projects, including new feature development, integrations, and enhancements. Define delivery scope, objectives, timelines, and resource requirements in collaboration with stakeholders. Manage development and delivery risks, issues, and dependencies to ensure successful delivery.

. Technical Oversight Oversee the technical architecture, design, and development of CCaaS solutions (e.g., IVR, routing, agent desktop, dialer, reporting). Ensure adherence to best practices in software development, cloud architecture, and security. Review and approve technical designs, code, and integration approaches.

. Team Management Lead and mentor a multidisciplinary team of developers, engineers, and analysts. Foster a collaborative, high-performance culture focused on continuous improvement and innovation. Coordinate with external vendors and partners as needed.

. Quality Assurance & Compliance Oversee testing, validation, and deployment processes to ensure high-quality, reliable solutions. Ensure compliance with regulatory, security, and privacy standards relevant to contact center operations.

. Documentation & Knowledge Management Ensure comprehensive documentation of solutions, processes, and best practices. Promote knowledge sharing within the team

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

. Bachelor's or Master's degree in Computer Science, Information Technology, or related field (or equivalent experience).

. 7+ years of experience in software development, with at least 3 years in a leadership role.

. Proven experience delivering projects on CCaaS platforms (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect).

. Strong understanding of contact center operations, telephony, and cloud architectures.

. Experience with project management methodologies (Agile, Scrum, or Waterfall).

. Excellent leadership, communication, and stakeholder management skills.

. Strong problem-solving and decision-making abilities.

. Knowledge of security, compliance, and data privacy standards.

Preferred Qualifications

. Experience with large-scale CCaaS migrations or greenfield implementations.

. Certifications in relevant CCaaS platforms or cloud technologies (e.g., AWS, Azure).

. Experience managing geographically distributed teams.

. Familiarity with DevOps practices and CI/CD pipelines.

Key Competencies

. Strategic thinking and business acumen

. Results-oriented and proactive approach

. Strong organizational and prioritization skills

. Ability to inspire and lead teams

"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.