Incident & Problem Lead

Incident & Problem Lead – Contact Centre Technology

This is a consulting job and the client is one of the major banks.

Work Model: Hybrid – 3 days onsite in Toronto

Platforms: Amazon Connect / Genesys

Role Overview

Responsible for coordinating incidents and problem management for Banking Contact Centre platforms, primarily Amazon Connect and Genesys. The role focuses on ensuring platform stability, driving root cause analysis, and coordinating technical teams to restore service and prevent recurring issues.

Key Responsibilities

• Coordinate P1–P4 incidents across Amazon Connect, Genesys, and related integrations
• Lead incident triage, bridge calls, and service restoration efforts
• Work with cloud, network, voice, and vendor teams to resolve issues
• Conduct root cause analysis (RCA) and track corrective actions
• Produce incident trends and operational reports (Power BI)
• Ensure proper incident documentation and governance standards

Requirements

• Experience supporting Contact Centre platforms (Amazon Connect or Genesys)
• Strong understanding of cloud environments, APIs, and integrations
• Experience with incident / problem management processes
• Strong communication skills and ability to coordinate technical teams
• Experience with ServiceNow or similar ITSM tools

Nice to Have

• ITIL certification
• AWS monitoring/logging experience
• Contact Centre voice or digital channel knowledge