Skills

Monitoring Analytics and Reporting Analytics business development

Job Specifications

CCaaS Call Center Specialist

Location: Toronto, ON

Job Type: Contract

Start Date - ASAP

Duration - 3 months - Dec. 30, 2025

Work Model: Remote

Job Summary:

Our client is in need of a seasoned leader with over 10+ years of consulting experience, specializing in transforming customer experience strategies and driving digital channel optimization for enterprise organizations. Demonstrates deep expertise in contact centre operations and is recognized for enabling next-generation Contact Center as a Service (CCaaS) solutions, including Genesys, Five9, and NICE. Adept at aligning technology investments with business outcomes, fostering innovation, and delivering measurable improvements in customer satisfaction, operational efficiency, and digital engagement.

Core Competencies:

Customer Experience Strategy & Transformation
Digital Channel Optimization
Contact Center Operations & Performance Improvement
CCaaS Platform Selection, Implementation & Integration
Business Development & Enterprise Growth

Professional Experience Highlights:

* Led multi-year CX transformation programs for enterprise clients, resulting in double-digit NPS and CSAT improvements.

* Directed large-scale CCaaS migrations, successfully transitioning legacy environments to cloud-based platforms and reducing total cost of ownership.

* Developed digital self-service strategies, increasing digital containment rates and reducing call volumes.

* Advised on vendor selection, RFP management, and technology roadmaps for global contact centre modernization initiatives.

* Implemented advanced analytics and reporting solutions to enable real-time performance monitoring and continuous improvement.

* Drove business development efforts, cultivating executive client relationships, identifying new opportunities, and expanding service offerings.

* Led complex enterprise pursuits, including RFP responses, solution development, and contract negotiations, resulting in significant new business wins and long-term client partnerships.

Industry Experience: Financial Services, Retail, and/or Public Sector

We thank all applicants, but only those who meet the required skills and are short-listed will be contacted.
We do not subcontract
You must currently reside within Canada
We do not sponsor Work Permits

About the Company

We are not just another Agency. We are a Network. A Specialized Recruitment Network comprised of Senior Professionals that work with Early Stage & Growth Companies to deliver top talent. Through our network of senior Talent Acquisition specialists, all with 10-20+ years experience, we deliver high value, hands on, dedicated service. All of our team members have worked as internal Corporate Recruiters & Talent Acquisition specialists, so they understand the challenges faced when dealing with less experienced 3rd party vendors... Know more