Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is looking for a technical Delivery Lead 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.
Key Responsibilities include the following:
Development Leadership & Delivery
o Lead the development planning, execution, and delivery of CCaaS platform projects, including
new feature development, integrations, and enhancements.
o Define delivery scope, objectives, timelines, and resource requirements in collaboration with
stakeholders.
o Manage development and delivery risks, issues, and dependencies to ensure successful delivery.
• Technical Oversight
o Oversee the technical architecture, design, and development of CCaaS solutions (e.g., IVR,
routing, agent desktop, dialer, reporting).
o Ensure adherence to best practices in software development, cloud architecture, and security.
o Review and approve technical designs, code, and integration approaches.
• Team Management
o Lead and mentor a multidisciplinary team of developers, engineers, and analysts.
o Foster a collaborative, high-performance culture focused on continuous improvement and
innovation.
o Coordinate with external vendors and partners as needed.
• Quality Assurance & Compliance
o Oversee testing, validation, and deployment processes to ensure high-quality, reliable solutions.
o Ensure compliance with regulatory, security, and privacy standards relevant to contact center
operations.
• Documentation & Knowledge Management
o Ensure comprehensive documentation of solutions, processes, and best practices.
o Promote knowledge sharing within the team
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 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.
Nice to Have Skills & Experience
• 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.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.