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Sr. Manager, Support Engineering & Automation - Contact Center Technology
Apex Systems
Toronto, CAN
Contract
Mid-Senior
Hybrid
Discovered 2 weeks ago
Technology operationsProduction supportL1 and L2 supportMajor incident managementProblem managementOperational automation
Free
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Technology operationsProduction supportL1 and L2 support
Role Overview
Lead production support and service operations for a large-scale contact centre technology portfolio.
Build an automation-first support model that improves reliability, accelerates issue resolution, and reduces manual support effort.
Key Skills for This Role
Technology operationsProduction supportL1 and L2 supportMajor incident managementProblem managementOperational automation
Full Job Posting
Role Overview
Lead production support and service operations for a large-scale contact centre technology portfolio.
Build an automation-first support model that improves reliability, accelerates issue resolution, and reduces manual support effort.
Work Model
- The work model is hybrid, with two days onsite.
- The description identifies Mississauga as the work location.
Contract Details
- The position is a 12-month contract with potential contract-to-hire conversion.
- The role requires support for major incidents outside standard business hours and sustainable on-call coverage.
Key Responsibilities
- Lead L1 and L2 production support across contact centre channels and integrations.
- Establish intake, triage, escalation, on-call, handoff, and incident resolution processes.
- Lead major incidents, recovery planning, stakeholder communications, and post-incident follow-up.
- Implement automation using AI agents, APIs, workflow tools, scripts, self-service, and automated remediation.
- Drive problem management, root cause analysis, corrective actions, and permanent incident resolution.
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