Capco

Lead, Technology Delivery (CcaaS) - (Hybrid - Toronto)

Toronto, Ontario Canada
AWS
Description

Capco – The Future. Now.

We are looking for a strong Technology Delivery Lead to oversee and drive the implementation of a CCaaS (Contact Center as a Service) solution within a large, matrixed organization. The Lead will play a pivotal leadership role in guiding business teams through the requirements elicitation process and navigating an often ambiguous and evolving scope environment. This role will require collaboration across multiple teams to ensure alignment between business needs and technical solutions while keeping the implementation on track. The ideal candidate will be a decisive and influential leader, capable of driving clarity and focus on complex, high-stakes initiatives, bringing in thought leadership, rigour and governance to the development of requirements.

 

Key Responsibilities:

We are seeking an experienced Technology Delivery Lead with a proven track record in large, complex CCaaS (Contact Center as a Service) implementation and migration programs. This role will be responsible for ensuring the successful delivery of a high-visibility CCaaS migration, involving cross-functional teams, complex integrations, and large-scale system transitions. The Delivery Lead will manage the entire lifecycle of the program from planning through to execution, ensuring that the CCaaS solution is implemented successfully and aligns with both technical and business requirements. The ideal candidate will have deep expertise in CCaaS delivery, strong leadership skills, and the ability to manage large-scale migration projects within complex organizational environments.

· End-to-End Program Delivery:

o Lead the end-to-end delivery of the CCaaS implementation and migration program, ensuring all phases—from design and development to deployment and post-migration support—are executed successfully.

o Define and manage the program roadmap, establishing clear milestones and timelines, ensuring that all teams are aligned and delivering on schedule.

o Oversee the execution of the migration strategy, working closely with business and technical teams to ensure the CCaaS solution meets business needs, customer experience goals, and operational requirements.

· Cross-Functional Team Leadership:

o Manage and coordinate cross-functional teams across IT, operations, business stakeholders, and third-party vendors, ensuring alignment and efficient collaboration.

o Foster a collaborative environment, driving teams to address challenges, solve problems, and meet deadlines within the migration program.

o Provide leadership and guidance to both technical and non-technical teams, ensuring effective communication and a shared understanding of the program's objectives and deliverables.

· Stakeholder Engagement & Communication:

o Act as the primary point of contact for senior leadership, program sponsors, and stakeholders, providing clear and regular updates on program progress, risks, and key decisions.

o Manage stakeholder expectations, ensuring that all business requirements are effectively communicated and prioritized while balancing the complexities of the migration.

o Ensure alignment between the business goals, customer expectations, and technical deliverables throughout the program lifecycle.

· Risk & Issue Management:

o Proactively identify, assess, and manage risks and issues that could impact the migration program, ensuring that potential blockers are addressed promptly, working closely with the Program Manager and PMO team.

o Lead the risk mitigation strategy, resolving obstacles quickly and ensuring program continuity, especially in high-pressure situations.

o Coordinate with internal teams and vendors to ensure potential issues—such as data migration challenges, integration complexities, or legacy system dependencies—are handled effectively.

· Migration Strategy & Execution:

o Lead the execution of a phased CCaaS migration, ensuring that the transition from legacy systems to the new platform is seamless, efficient, and minimally disruptive.

o Work with business and IT teams to prioritize migration activities, managing dependencies and ensuring that all systems and processes are integrated into the new CCaaS environment.

o Oversee data migration, system integration, testing, and validation efforts, ensuring that all systems, workflows, and customer data are migrated accurately and securely.

· Vendor & Partner Management:

o Oversee relationships with third-party vendors and technology partners, ensuring they deliver on contract terms, quality expectations, and timelines.

o Ensure that external vendors are integrated effectively into the project and manage any challenges related to vendor performance, service level agreements (SLAs), or technical delivery.

· Post-Implementation Support & Optimization:

o Lead post-implementation support, ensuring that any issues identified after migration are addressed quickly and efficiently, and that the new CCaaS solution is performing optimally.

o Collaborate with operations and support teams to ensure smooth handover and ongoing system optimization following the migration.

What you’ll bring with You:

Qualifications:

Education: Bachelor’s degree in information technology, Business Administration, or a related field. A Master’s degree or relevant certifications is a plus.

Experience:

o 8+ years of experience managing and delivering large-scale CCaaS implementations and migrations (e.g., Genesys, Amazon Connect, Google, Five9, etc.).

o Proven track record of leading complex CCaaS migrations across business units and IT systems, including the full transition from legacy platforms to cloud-based contact center solutions.

o Strong experience in managing large, cross-functional teams and coordinating with business stakeholders to ensure the program meets organizational objectives.

o Expertise in managing the technical, operational, and business challenges of large migrations, including data migration, system integrations, and stakeholder management.

Skills:

o Strong leadership and team management skills, with the ability to drive delivery across multiple teams and ensure high performance in a matrixed environment.

o Excellent project management skills, with experience managing complex migration timelines, budgets, and deliverables.

o Deep technical knowledge of CCaaS solutions, cloud technologies, integration practices, and contact center operations.

o Strong problem-solving, risk management, and conflict resolution skills, especially in the context of complex migrations and integrations.

o Exceptional communication and interpersonal skills, capable of influencing senior leadership, managing stakeholder relationships, and driving team alignment.

Certifications (Preferred):

o PMP (Project Management Professional), PMI-ACP (Agile Certified Practitioner), or similar project management certifications.

o CCaaS or cloud-related certifications (e.g., Genesys Cloud Certified, AWS Certified Solutions Architect).

o ITIL or similar IT service management certification

For more information about Capco, visit www.Capco.com.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

60,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 452 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

To try it out

For active job seekers

For those who are passive looking

Cancel anytime

Frequently Asked Questions

  • We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
  • We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
  • We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
  • We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
  • Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
  • Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
  • Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅

What Fellow Engineers Say

Sid avatar
Sid
Very nice portal for searching jobs in this rough market.
Mar 6, 2025
Michael Duran avatar
Michael Duran
Software Engineer
I've been using this job search site for a while now, and it’s honestly one of the best out there! The clean and easy-to-navigate UI makes the whole job-hunting process so much smoother. Plus, the job postings are always up-to-date, so I never feel like I’m wasting time. The cherry on top is the owner—super kind and always quick to respond. Definitely recommend checking it out if you're on the job hunt!
Aug 21, 2024
Sai avatar
Sai
It’s really great website for finding jobs based on skills it’s really helpful give a go
Aug 21, 2024
Adinadh avatar
Adinadh
What I like most about Echo Jobs is how easy it is to use. The platform helps me quickly find jobs that match my skills and interests, thanks to its great recommendations and filters. Yes, I would definitely recommend Echo Jobs to a friend. It makes job searching simple and efficient, making it a great tool for anyone looking for a new job.
Jul 23, 2024
As a student navigating the job market, I've found LinkedIn increasingly frustrating due to numerous fake postings by consultancies. In contrast, this job posting website has been a game-changer for me. It offers genuine opportunities and a straightforward application process, making it much easier to find and apply for real jobs. Highly recommend it to fellow students seeking reliable job listings!
Jul 16, 2024
Cliff Gor avatar
Echo Jobs has been exceptional in my job hunt where it provides one platform to job hunt and I don't have to open 10 websites just to look for a job. It has also helped me focus much on the job skill and the location filtering out the onsite jobs and remote ones. The only feature that I would request is to display fully remote jobs that are not restricted to a country since the one available shows ie, Remote, US yet. But if it could show remote only, that would be helpful not only to me but to other people applying for full remote and not tied to only US candidates
Apr 22, 2024
I found EchoJobs in 2022, and I love it. It has a lot of remote jobs. It's exclusive to software and technology jobs (helpful for devs like me). What I like the most are its filters and its API. If you're a tech professional seeking remote work, I highly recommend giving it a try to EchoJobs.
Mar 4, 2024
Would definitely recommend it! Excellent product, dedicated founder, Jobs are easier to find. Congrats 🎉 to the entire team!
Mar 3, 2024
Brandon Banks avatar
Brandon Banks
Echo Jobs is really impressive. It provides a great user experience with an ability to quickly search through the many job postings. There is an impressive amount of jobs here and it is quickly updated. The details in the each job posting is helpful when determining if it is worth pursuing. I would highly recommend using Echo Jobs to find the next step in your career.
Mar 2, 2024
Tyler Young avatar
Tyler Young
tylerayoung.com
Best wishes with EchoJobs—it's become my favorite job board overnight!
Dec 16, 2023
Simply put, it's the most up to date tech jobs aggregator I’ve found. I'm like... "I don't have to check 10+ jobs boards daily just to see if there's a new job listing? sign me up!" The filters are also quite helpful! The UI is very clean and straightforward. Love it!
Oct 5, 2023