Contact Center AI Platform – Tech Lead (CCAI)

Our client, a leading Canadian organization, is looking for a Contact Center AI Platform Technical Lead to lead the design and delivery of innovative contact center and AI solutions. This is a hands-on technical leadership role for someone with strong software development, architecture, and conversational AI experience.

Compensation, Benefits & Perks

• Salary: $110,000–$160,000
• Full-time, permanent position
• Hybrid work arrangement – 3 days per week onsite in Toronto
• Opportunity to work with Generative AI and emerging technologies
• Collaborative environment with opportunities to lead and drive innovation

Responsibilities

• Lead the design and implementation of voice, chat, and digital contact center solutions.
• Design and implement Generative AI solutions to improve contact center efficiency.
• Build and support chatbot and voicebot solutions.
• Lead technical design and integrations across CCaaS, AI, CRM, and other contact center platforms.
• Identify opportunities to use AI and automation to improve contact center metrics.
• Provide hands-on technical leadership and mentorship to development teams.
• Translate business requirements into secure, scalable technical solutions.
• Lead solutions from initial concept and POCs through implementation.
• Evaluate and introduce new technologies that can improve contact center operations.

Qualifications

• 7+ years of software development experience in an enterprise environment.
• Experience in technical leadership and architecture design.
• Experience designing and building chatbots and/or voicebots using Generative AI solutions such as Google Dialogflow, Amazon Lex, or similar.
• Strong Python backend development experience.
• Experience with enterprise CCaaS platforms such as Five9, Google Gemini Enterprise CX, Amazon Connect, Genesys, or similar.
• Experience integrating contact center platforms with Salesforce or other CRM systems.
• Experience designing omnichannel contact center solutions.
• Knowledge of APIs, API security, and backend services.
• Experience with Java, Python, and/or Node.js.
• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field is preferred.
• Google Dialogflow experience is a strong asset.
• Insurance industry experience is an asset.
• Strong communication and stakeholder management skills.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.