Development & Delivery Lead - CCaaS Platform

About the role

Miratech is looking for an experienced Development & Delivery Lead for its Cloud Contact Center as a Service (CCaaS) practice. The role leads the planning, technical direction, execution and delivery of Genesys Cloud CX contact centre initiatives for a major financial services client. Acting as the right hand to the program Director, you hold a 360-degree view of delivery across all workstreams, coordinating the client's internal teams, partner organisations and Miratech engineers. The position is hybrid, with two days per week in a downtown Toronto office.

Key responsibilities

• Lead development planning, execution and delivery of CCaaS projects, including new features, integrations and enhancements.
• Manage delivery across client, partner and Miratech teams and keep the Director informed with a single, end-to-end view of progress.
• Define scope, objectives, timelines and resource requirements with stakeholders, and manage delivery milestones.
• Manage risks, issues and dependencies to keep delivery on track.
• Oversee the technical architecture, design and development of CCaaS solutions, including IVR, routing, agent desktop, dialer and reporting.
• Review and approve technical designs, code and integration approaches, ensuring best practices in software development, cloud architecture and security.
• Lead and mentor a multidisciplinary team of developers, engineers and analysts.
• Coordinate external vendors and delivery partners.
• Oversee testing, validation, deployment and operational handover, and ensure compliance with regulatory, security and privacy standards.
• Ensure solutions and processes are well documented and promote knowledge sharing.

Required profile

• 7+ years of software development experience, including at least 3 years in a leadership role.
• Proven hands-on experience delivering projects on Genesys Cloud CX.
• Bachelor's or Master's degree in Computer Science, Information Technology or a related field, or equivalent experience.
• Nice to have: experience with large-scale CCaaS migrations or greenfield implementations, Genesys or cloud certifications (AWS, Azure), experience managing geographically distributed teams, familiarity with DevOps and CI/CD pipelines, and experience in banking or another regulated industry.

Required skills

• Strong understanding of contact centre operations, telephony and cloud architectures.
• Experience leading delivery across multiple vendors, partners or workstreams.
• Agile, Scrum or Waterfall delivery methodologies.
• Expertise with security, compliance and data privacy standards.

What we offer

• A comprehensive compensation and benefits package, including health insurance and a relocation program.
• Flexible work arrangements and a culture of remote work.
• Professional development opportunities, including certification programs, mentorship, internal mobility and internship opportunities.