Technical Delivery Manager (Contact Centre Technologies)

Location: On-site in Brampton, Ontario, Canada. Regular in-person attendance is expected; occasional after-hours support may be required for major deployments, incident bridges, cutovers, HyperCare, and business-critical launches.

Company

hirify.global provides telecommunications and technology services supporting connectivity for Canadians across the country.

What you will do

• Lead end-to-end delivery of complex contact centre technology initiatives from planning and design through testing, deployment, HyperCare, and operational handoff.
• Deliver capabilities across IVR, IVA, voice routing, Agentic AI, authentication, customer identification, call steering, and live-agent handoff.
• Own delivery plans, roadmaps, milestones, RAID logs, release readiness, change control, and executive status reporting.
• Coordinate architecture, development, security, infrastructure, operations, QA, vendor, and business stakeholders.
• Lead UAT, regression testing, voice journey validation, synthetic call testing, and AI assurance practices.
• Use customer journey insights, KPIs, SQL, and BigQuery data to improve containment, routing accuracy, self-service completion, and customer experience outcomes.

Requirements

• Degree or diploma in Computer Engineering, Information Technology, Computer Science, Business Technology, or equivalent experience.
• 8+ years of experience in technology delivery, product management, or technical program leadership, preferably in contact centre, telecom, or enterprise voice environments.
• Experience with Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, or comparable contact centre and conversational AI platforms.
• Strong understanding of scope, scheduling, RAID management, dependencies, vendor management, release management, and change control.
• Experience with platform modernization, customer journey mapping, KPI development, SQL/BigQuery analysis, and customer experience improvement.
• Ability to communicate complex technical concepts clearly and manage multiple high-visibility initiatives.

Culture & Benefits

• Regular full-time employment with competitive salary and annual bonus.
• Health and dental benefits, pension plan, RRSP, TFSA, and stock matching programs.
• Paid time off for volunteering and matching contributions to supported charities.
• Career development programs, internal mobility opportunities, wellness resources, and employee assistance services.
• Commitment to environmental protection, diversity, inclusion, and employee resource groups.
• Pre-employment Canadian criminal background check required; a credit check and driver's abstract may be required depending on the role.