Development & Delivery Lead (CCaaS Platform)

Location: Hybrid, requiring 2 days per week in a downtown Toronto office, Canada.

Company

hirify.global is a global IT services and consulting company delivering digital transformation and technology solutions for enterprise and startup clients across more than 25 countries.

What you will do

• Lead planning, execution and delivery of Genesys Cloud CX and CCaaS platform projects, including new features, integrations and enhancements.
• Coordinate client, partner and hirify.global teams across all workstreams and maintain an end-to-end view of delivery progress.
• Define scope, objectives, timelines, milestones and resource requirements, while managing risks, issues and dependencies.
• Oversee architecture, design and development for IVR, contact routing, agent desktop, dialer, reporting and enterprise integrations.
• Review technical designs, code and integration approaches for software development, cloud architecture, security, compliance and privacy.
• Lead and mentor developers, engineers and analysts; coordinate vendors; and oversee testing, deployment, documentation, operational handover and knowledge sharing.

Requirements

• 7+ years of software development experience, including at least 3 years in a leadership role.
• Hands-on experience delivering projects on Genesys Cloud CX.
• Strong understanding of contact center operations, telephony and cloud architectures.
• Experience leading delivery across multiple vendors, partners or workstreams.
• Experience with Agile, Scrum or Waterfall delivery methodologies.
• Expertise in security, compliance and data privacy standards.
• Strong problem-solving, decision-making, leadership, communication and stakeholder management skills.
• 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, such as AWS or Azure.
• Experience managing geographically distributed teams.
• Familiarity with DevOps practices and CI/CD pipelines.
• Experience in banking, financial services or another regulated industry.

Culture & Benefits

• Culture focused on relentless performance, with a stated 99% project success rate.
• Competitive compensation and benefits, including health insurance and a relocation program.
• Professional development through certification programs, mentorship, talent investment and internal mobility opportunities.
• Collaboration with global clients and a multicultural, inclusive work environment.
• Regular team-building events and a focus on sustainable business practices.