Team Lead, CCaaS Operations

Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 200 professional experts across the globe, we support some of the world’s most successful Fortune 500 and Fortune 1000 companies. This position requires an experienced professional to lead a team supporting Contact Centre as a Service (CCaaS) environments for a key managed services client. You will serve as the primary operational point of contact, providing technical leadership across platforms including Five9, Genesys Cloud, and Amazon Connect. The ideal candidate is equally comfortable handling complex technical troubleshooting, mentoring engineers, managing operational processes, and communicating effectively with stakeholders while driving service excellence and continuous improvement. Responsibilities: - Serve as the primary operational point of contact for customers, leading incident response, escalations, and vendor coordination across CCaaS platforms - Provide technical oversight for Five9, Genesys Cloud, and Amazon Connect environments, including approval and management of production changes and call flow updates - Monitor and enforce SLA adherence, producing regular operational reports covering incidents, changes, trends, and risks - Translate customer feedback into actionable service improvements - Mentor engineers on advanced troubleshooting and platform design, providing structured feedback and guidance - Escalate concerns through appropriate channels and support team development initiatives - Coordinate shift coverage, workload balancing, and skill alignment across the team - Identify and mitigate single points of failure within operations - Drive service improvement, automation, and operational efficiency initiatives - Maintain up-to-date runbooks, documentation, and operational standards Qualifications: - 5+ years of experience in CCaaS operations or contact centre technology support - Hands-on experience with at least two of the following platforms: Five9, Genesys Cloud, Amazon Connect - Proven experience leading or mentoring technical teams in managed services or outsourced support environments - Strong understanding of incident management, change management, and escalation handling - Excellent analytical and reporting skills with the ability to communicate insights to both technical and business stakeholders - Strong written and verbal communication skills in English - Ability to work across multiple time zones and manage shift-based team environments Nice to Have: - Certifications in CCaaS platforms (Five9, Genesys Cloud CX, AWS Connect) - Experience with ITSM tools such as ServiceNow or Jira Service Management - Exposure to workforce management or contact centre scheduling tools - Familiarity with IVR design, call flow development, or telephony integrations - Experience building SLA dashboards or operational reports using tools like Power BI or Tableau - Background supporting enterprise-scale or Fortune 500 clients in a 24/7 managed services setup Benefits at Anovia: - Comprehensive Health Insurance policy - Employee Wellness Program with focus on mental health - Robust reward and recognition programs - Company incentive programs offered - Attractive leave policy including Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave - Ample growth and learning opportunities - Fully remote work opportunity - Strong focus on work-life balance - Immigration Program supporting relocation to Canada for eligible employees We thank all candidates for their interest; however, only those selected for an interview will be contacted. Anovia is an equal opportunity employer.