Technical Lead

Position Description

This role is hybrid and requires you to be at our downtown Toronto office at a minimum 2 days per week - subject to change at any time.

The Technical Lead – ECRM serves as a key liaison between business, technical, and product teams, driving the design, development, and deployment of Contact Centre solutions in ECRM. This role combines system analysis, full‑stack development, and leadership to deliver modern solutions, enabling efficient customer interactions and enhancing operational performance. The Tech Lead is responsible for ensuring architectural excellence, technical innovation, and business alignment throughout the end to end delivery of the ECRM program.

Your Future Duties and Responsibilities

Lead the design, development, and deployment of ECRM, Salesforce, Azure, Desktop, Reporting Solutions.

Collaborate with business stakeholders to translate goals into system and functional requirements.

Architect and design modern processes to replace legacy applications.

Oversee system integrations between Salesforce, Azure, APIs, Desktop and Databases.

Provide hands‑on leadership across development, testing, and implementation of End to End solution.

Guide teams through all stages of the SDLC — from requirements to production support.

Conduct feasibility analysis and ensure system designs align with technical standards and business outcomes.

Manage cross‑functional workshops for requirements elicitation, process mapping, and technical validation.

Perform troubleshooting, performance optimization, and production support for complex systems.

Required Qualifications To Be Successful In This Role

Bachelor's or Master's degree in Computer Science, Engineering, or Information Systems.

8+ years of professional experience in software engineering and system analysis.

5+ years of hands‑on experience in Conversational AI, NLP / NLU, and automation domains.

Proven experience with Salesforce, Azure, APIs, Desktop Integration and Databases.

Strong background in cloud ecosystems (Azure, GCP, AWS).

Experience in leading or mentoring development teams and managing end‑to‑end project delivery.

Skills

Strong analytical and problem‑solving skills.

Ability to translate business needs into system architecture and design.

Expertise in Azure, Salesforce, REST APIs, and systems integrations.

Knowledge of system integrations with Salesforce, and contact centre technologies.

Hands‑on experience with Waterfall and Agile / Scrum methodologies.

Excellent communication and stakeholder management skills.

Familiarity with data modelling, system design, and SDLC best practices.

Certifications (preferred but not required)

Azure AI Certifications

Agile / Scrum Master

Cloud Certifications (Azure, AWS, or GCP)

Core Competencies

Technical leadership and mentorship

AI system architecture and design thinking

Stakeholder engagement and facilitation

Cross‑functional collaboration

Process and innovation orientation

Adaptability and problem ownership

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 licences 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 wellbeing 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.

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