Join Connex, a leading innovator in the tech industry, with a global presence of 600 professionals across 14 offices in North America. Our focus is on delivering cutting-edge solutions, where our team members serve as vital ambassadors to clients and partners. At Connex, integrity, accountability, and technical expertise are key to our continued success.
Connex is seeking an experienced Technical Service Delivery Manager specializing in Contact Center as a Service (CCaaS) solutions. This role is critical for overseeing the end-to-end design, implementation, and optimization of CCaaS platforms, including call routing, telephony, PBX, and call recording. Additionally, this individual will manage the ITIL v4 transition, lead technical teams, and foster strong client relationships. If you are a proactive leader with hands-on technical expertise and a passion for managing complex contact center environments, this is the opportunity for you.
Responsibilities
- Technical Leadership & CCaaS Solution Delivery (30%)
- Design, implement, and manage end-to-end CCaaS solutions, including call routing, telephony, PBX, and call recording systems.
- Lead the transition to ITIL v4 to enhance service management processes.
- Collaborate with teams to continuously improve system architecture and ensure high availability, scalability, and fault tolerance.
- Provide hands-on technical expertise during the full lifecycle of CCaaS deployments, ensuring seamless integration and performance.
- Monitoring and Incident Management (25%)
- Establish and maintain robust monitoring and alerting systems for CCaaS platforms, identifying and addressing potential issues before they escalate.
- Respond swiftly to incidents, managing problem resolution and minimizing service disruptions.
- Conduct post-incident reviews to identify root causes and implement preventive measures, driving continuous improvement in service reliability.
- Client and Stakeholder Management (20%)
- Serve as a technical liaison for clients, ensuring that project goals align with their needs and expectations.
- Build and maintain long-term client relationships through effective communication, timely delivery, and proactive problem-solving.
- Manage escalations and serve as a trusted advisor to both clients and internal stakeholders, ensuring smooth project execution.
- Team Leadership and Coaching (15%)
- Lead a team of engineers, providing mentorship, coaching, and performance management.
- Foster a culture of continuous learning, ensuring the team stays updated with the latest CCaaS trends and technologies.
- Drive technical excellence by promoting best practices in service delivery, automation, and operational efficiency.
- Automation and Efficiency (10%)
- Implement automation strategies to streamline operations and reduce manual interventions, including process automation, system monitoring, and performance tuning.
- Develop and enhance tools for system visibility, optimizing performance and identifying bottlenecks before they impact service.
Skills
- Mandatory Skills:
- 5+ years of experience in managing CCaaS solutions, with deep technical expertise in call routing, telephony, PBX, and call recording systems.
- Proven experience with hands-on deployment and management of CCaaS platforms.
- Strong understanding of ITIL v4 processes, especially in service delivery, incident management, and change management.
- Demonstrated leadership skills, with experience managing and mentoring teams.
- Excellent communication and client management abilities, with a track record of successful project delivery.
- Desirable Skills:
- Bachelor’s degree in Computer Science, Information Systems, or a related technical field.
- Familiarity with cloud-based CCaaS solutions such as AWS or Azure for contact center operations.
- Experience with automation tools like Python, PowerShell, or JavaScript to streamline CCaaS processes.
- Proficiency in monitoring and alerting systems such as ELK/Kibana, Dynatrace, or Power BI.
- Experience with incident
Why Join Connex Telecommunications?
Innovative Excellence at Its Core
Join a dynamic, results-driven team renowned for tackling complex challenges and delivering impactful solutions that drive consistent growth year after year.
Unparalleled Opportunities for Growth
Advance your technical expertise and career with access to leading-edge tools, certification programs, dedicated mentorship, and clear paths for internal advancement.
Shape the Future on Transformative Projects
Collaborate with world-class clients on industry-defining projects, leveraging the latest technologies to deliver tangible, meaningful results.
A Culture of Innovation
Thrive in a forward-thinking, tech-focused environment that values creativity, fosters knowledge sharing, and attending engaging events.
A Purpose-Driven Workplace
Be part of initiatives that prioritize community development, sustainability, and social equity—making your work meaningful beyond the office.
A Truly Inclusive Team
Experience a multicultural workplace built on openness, collaboration, and celebration, with regular team-building activities and recognition for your achievements.
CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities, and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.