Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com
Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.
Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.
Role Summary The Senior CCaaS Engineer administers the CCaaS system, owning routing architecture, intent analysis and trigger configuration across a global enterprise.
Position Impact: This role is critical to evolving Zendesk from a support platform into a modular, AI-driven service orchestration layer, enabling the business to scale efficiently, improve customer and agent experiences, and accelerate digital transformation.
Responsibilities:
- Hands-on CCaaS administration.
- CCaaS system design and architecture recommendation.
- Enterprise rollout of CCaaS platform across global multi-tenant environment.
What you bring to the role:
- Bachelor’s degree in computer science, Information Technology, or related field.
- Minimum 5+ years hands-on administering a CCaaS platform (Zendesk, Genesys, Amazon Connect, Nice CXone, Five9, Talkdesk, Twilio Flex, Cisco Webex, or Avaya Experience Platform).
- 2 yrs experience providing CCaaS system design and architecture recommendations.
- Proven background in an enterprise or global environment.
Core Competencies:
- Strategic Thinking: Ability to design long-term, scalable solutions aligned with business goals.
- Technical Leadership: Strong ownership of architecture, standards, and best practices.
- Problem Solving: Ability to break down complex requirements into actionable solutions.
- Stakeholder Management: Effective communication with business, technical, and executive audiences.
- Enablement Mindset: Passion for developing others and scaling knowledge across teams.
- High-Pressure Decision-Making: Able to perform effectively in high-pressure environments.
Success Metrics of the role:
- · Adoption and impact of AI and automation (deflection, containment, efficiency gains).
- · Platform scalability and performance across regions.
- · Reduction in manual processes and operational overhead.
- · Quality and consistency of solution design and implementation.
- · Administrator capability growth and self-sufficiency.
The typical base pay range for this role across Canada is $100,000 -115,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.
At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!
Equal Opportunity Statement
As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to [email protected]. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.
Ingram Micro’s Commitment to ESG (Environment, Social & Governance)
Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.
Pay: Up to $115,000.00 per year
Ability to commute/relocate:
- Mississauga, ON L5R 4A1: reliably commute or plan to relocate before starting work (required)
Experience:
- APIs: 4 years (required)
- CCaaS platform: 5 years (required)
- architecture recommendations: 4 years (required)
Work Location: Hybrid remote in Mississauga, ON L5R 4A1
