NOTE: HYBRID work model, 2-days on-site in Mississauga, Ontario per week TYPE: Full-time SALARY/BENEFITS: $130K, 15% annual bonus, RRSP, 3 weeks vacation, health benefits SKILLS: 9+ years Sr Manager Contact Center Operations Support, Salesforce CCaaS, ServiceNow, ITIL, JIRA, AI, voice, chat, email, SMS, unified communications, telephony, incident management, vendor management, SLA, leadership, budget management, continuous improvement, automation

Description: The Senior Manager Contact Center Operations Support, will oversee the production operations of contact center technologies and unified communications across the organization’s contact centers and site locations, ensuring high system reliability and uptime. This role is responsible for proactively monitoring performance, managing vendor relationships, and driving continuous improvements to optimize system efficiency and compliance. Key Responsibilities Operations Support Manage production operations for contact center technologies and unified communications, ensuring high availability and performance Proactively monitor system performance, generate reports, and implement improvements to enhance operational efficiency Vendor Management Oversee production support teams and manage vendor relationships, ensuring compliance with contract agreements and SLA performance Hold vendors accountable for delivering high-quality service and meeting performance expectations Continuous Improvement Conduct regular system maintenance, audits, and compliance checks to main optimal performance and security Manage service requests from business units for call flow optimization and system enhancements Communications Provide clear and timely status updates, executive summaries, and strategic insights to business and technology stakeholders Ensure effective incident communication during and after service disruptions, keeping impacted stakeholders informed Team Leadership Lead, mentor, and develop a high-performing team to support IT and business objectives Foster a culture of collaboration, accountability, and continuous improvement Currently 2 direct reports Budget Management Develop and manage the technology budget, providing business units with transparency to financial expenses Optimize costs, oversee vendor contracts, and ensure optimized pricing for services and resource utilization

This leadership position reports to the Vice President, Contact Center Platforms & Services. The Operations Support Senior Manager will partner closely with Business Unit Leadership teams, colleagues within IT, and other senior leaders across the organization. Requirements: 9+ years of professional experience in IT Operations within a Contact Center and 6+years of management experience. Consulting experience preferred 9+ years’ experience in contact center technologies, unified communications, and telephony systems (e.g., voice, chat, email, SMS) Experience with monitoring tools, incident management, and IT service management frameworks (e.g., ServiceNow, Jira, ITIL) Knowledge of network infrastructure, cloud-based solutions, and system integrations Ability to analyze performance metrics, troubleshoot issues, and implement proactive solutions Strong vendor management experience, including contract negotiation and SLA enforcement Excellent verbal and written communication skills, with the ability to provide clear updates to leadership and stakeholders Experience in incident management, including real-time issue resolution, command center coordination, and post-incident reporting Enjoy the challenge of working in a fast-paced, dynamic environment while balancing priorities Academic and practical experience with a wide range of automation, AI, speech analytics, data analysis and visualization techniques Practical experience with CCaaS and Salesforce Self-directed and able to develop team and execute work independently Strong critical thinking, analytic and problem-solving skills Attention to detail, solid organizational skills and proactive project management Ability to act independently with sound business judgement Ability to serve as an inclusive leader who motivates and develops their team Flexibility to take on different roles and duties as required Travel up to 20% Computer Science degree, Network Engineering or equivalent is required.

NOTE: As part of our hiring process, we use AI‑based systems to support initial applicant screening. TO APPLY: https://directitrecruiting.com/job/sr-mgr-ccaas-operations-1870/