Job Description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About the Opportunity
We are seeking an experienced CCaaS (Contact Center as a Service) Systems Engineer to join a dynamic and growing team. This role is centered on the configuration, optimization, and support of modern cloud-based contact center platforms. You will play a key role in enhancing both customer and employee experience by leveraging scalable, data-driven CCaaS solutions in a fast-paced, enterprise environment.
What You’ll Get to Do
• Support the configuration and administration of CCaaS platforms (e.g., IVR, routing, queues, skills, digital channels, integrations)
• Assist in ongoing maintenance and continuous improvement activities across the platform
• Support escalation resolution in collaboration with senior team members; assist with triage and troubleshooting of platform-related issues
• Analyze contact center performance, customer journeys, and system behavior to identify opportunities and recommend improvements
• Support the design and implementation of call flows, routing logic, and automation workflows across voice and digital channels
• Configure solutions based on defined business and technical requirements
• Monitor platform health, usage trends, and KPIs; assist in identifying risks and performance gaps
• Develop and maintain documentation including standards, runbooks, and knowledge articles under established guidelines
• Support release and change management activities including testing, validation, and deployment
• Ensure configurations align with established security, compliance, and governance standards
• Collaborate with vendors and cross-functional teams to support incident management and optimization initiatives
• Provide input into roadmap discussions based on operational insights and user feedback
• Support end-user adoption through training, enablement, and adherence to best practices
Skills and Experience We Value
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
• 3–5+ years of hands-on experience with CCaaS platforms (e.g., Genesys Cloud, NICE CXone, Amazon Connect, Five9, Google CCAI, or similar)
• Strong knowledge of Contact Centre platforms and ecosystems across Genesys, NICE, AWS, and Google, including CRM integrations
• Proven experience configuring contact center capabilities (IVR design, routing strategies, skills-based routing, omnichannel flows)
• Demonstrated experience delivering cloud-based solutions (CCaaS platforms such as Amazon Connect, Twilio, Google, etc.)
• Solid understanding of cloud architectures including CCaaS, SaaS, PaaS, and IaaS, with exposure to serverless technologies
• Experience analyzing contact center KPIs (SLAs, AHT, CSAT, containment, etc.) to drive measurable improvements
• Familiarity with APIs and integrations (REST, webhooks) connecting CCaaS platforms with enterprise systems (CRM, WFM, analytics)
• Proven experience working with modern software technologies and cloud-native platforms
• Strong analytical and troubleshooting skills with a focus on root cause analysis and resolution
• Ability to interpret logs, dashboards, and reporting tools to diagnose and resolve platform issues
• Experience supporting SaaS platforms in a production, enterprise environment
• Ability to manage multiple concurrent priorities and delivery activities effectively
• Strong collaboration skills with a focus on stakeholder engagement and customer satisfaction throughout delivery cycles
• Excellent communication skills (English required; French bilingualism considered a strong asset)
• Experience working within ITIL frameworks (Incident, Problem, and Change Management)
• Exposure to automation, scripting, or low-code platforms is considered an asset
• Eligibility for, or possession of, Federal Government Security Clearance is considered an asset
• Relevant certifications in CCaaS or cloud platforms are a plus
What Success Looks Like
• Stable, high-performing CCaaS platform with reduced incident volume and faster resolution times
• Continuous improvement of contact center KPIs through configuration and optimization
• Strong stakeholder and user satisfaction driven by responsiveness and solution quality

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process