Contact Centre Telephony Technical Lead:
Procom is searching for a Contact Centre Telephony Technical Lead for a 6-12 month contract. This position is a hybrid position with 3 days onsite at our client’s Calgary or Edmonton office.
Contact Centre Telephony Technical Lead - Job Description:
We are seeking a highly skilled CCaaS Technical Lead with deep expertise in telephony systems, infrastructure, and related technologies, with a particular focus on Genesys Cloud. This role involves supporting implementation projects, providing ongoing support for users, and optimizing contact centre operations. The successful candidate will partner with business units and vendors to ensure solutions are effectively implemented and continuously improved.
Contact Centre Telephony Technical Lead - Responsibilities:
• Serve as the subject-matter expert for all Genesys Cloud components and telephony infrastructure
• Act as the technical owner on Genesys implementation projects, guiding architecture, design, integration, and rollout plans
• Troubleshoot complex cloud telephony issues and provide rapid incident response
• Deliver governance, support, and enablement to business units; create and maintain self-service resources
• Continuously identify and recommend innovative ideas to improve contact centre performance and customer experience
• Define standards, patterns, and reference architectures for CCaaS deployments
• Coordinate with multiple vendors and internal teams; manage dependencies, SLAs, and deliverables
• Ensure seamless integration of Genesys with telephony infrastructure, CRM, data sources, and other enterprise systems
• Enforce best practices for engineering, testing, deployment, and change management
Contact Centre Telephony Technical Lead - Mandatory Skills:
• Deep Genesys Cloud expertise with hands-on experience
• Strong background in telephony systems and infrastructure
• Proven track record leading CCaaS implementations and migrations
• Technical leadership and collaboration skills
• Experience with integration patterns and APIs for Genesys Cloud
• Problem-solving mindset with excellent troubleshooting skills
• Familiarity with governance, security, and compliance considerations
Contact Centre Telephony Technical Lead – Nice-to-Have Skills:
• Experience with additional CCaaS platforms or multi-vendor ecosystems
• Experience with integrating telephony systems with Salesforce, Qualtrics, Sycurio, or Calabrio
• Knowledge of metrics, KPIs, and reporting for contact centres
• Project management or Agile/Scrum experience
Contact Centre Telephony Technical Lead – Assignment Length:
This is a full-time contractor position with potential for permanent placement in the future.
Contact Centre Telephony Technical Lead - Assignment Location:
Calgary or Edmonton, Alberta, Canada. Hybrid work arrangement with 3 days onsite required.
Contact Centre Telephony Technical Lead • Calgary, CA
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