Sr Technical Lead - Telephony / IVR Modernization (Zoom / VoCoVo)

Duration: Initial contract through end of January 2027

Location: North Mississauga / South Brampton (Hybrid 4 Days on-site)

Our client, Canada’s largest retailer, is seeking a Sr Technical Lead to support a large-scale telephony and IVR modernization initiative currently in pilot phase, with planned rollout across approximately 1,100 retail locations.

The initiative is focused on modernizing legacy voice infrastructure and enabling future cloud-based telephony capabilities supporting Zoom, VoCoVo intelligent headsets, and evolving IVR/customer communication workflows.

This individual will act as the technical lead across pilots, deployment planning, rollout activities, and operational scalability initiatives, partnering closely with engineering, operations, product, and vendor teams within a fast-paced enterprise environment.

This is a hands-on technical leadership role focused on telephony, VoIP, networking, large-scale deployments, and modernization strategy.

• Lead technical delivery activities for enterprise telephony and IVR modernization initiatives
• Support rollout and scaling of cloud-based voice platforms across a large retail footprint
• Drive technical decision-making across VoIP, SIP, QoS, networking, and telephony infrastructure
• Support technical pilots and “factory model” deployment approaches for large-scale rollout initiatives
• Partner with engineering, operations, product, and vendor teams to support scalable and operationally sound deployments
• Support modernization of legacy PBX infrastructure toward cloud-based voice platforms
• Lead troubleshooting and technical escalation activities during pilots and rollout phases
• Identify opportunities for automation, telemetry, and operational efficiency across the voice environment
• Support evolving IVR and customer communication workflows

• 7-10+ years of experience in enterprise telephony, voice, or unified communications environments
• Strong expertise with:
• VoIP
• SIP
• QoS
• Voice/network architecture
• Experience supporting large-scale telephony or voice deployments
• Experience with cloud-based voice or collaboration platforms
• Experience supporting technical pilots and scalable rollout initiatives
• Strong cross-functional communication and technical leadership skills
• Strong troubleshooting, operational, and problem-solving capabilities
• Ability to operate effectively in a fast-paced enterprise environment

• Experience with Zoom Voice / Zoom Phone
• Experience with VoCoVo or similar retail voice/headset platforms
• Experience supporting IVR modernization initiatives
• Experience supporting retail or distributed store environments
• Experience supporting PBX-to-cloud modernization initiatives

• Automation / scripting / telemetry mindset
• Exposure to Cisco voice or Genesys environments
• Experience supporting “factory model” deployment processes