Solution Architect Contact Center AI Modernization
Job Location:
Monthly Salary:
Experience Required:
Posted on:
24 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
We are supporting a major Canadian bank contact center modernization program focused on cloud-based CCaaS platforms AI-enabled customer experience agent experience optimization and future-state operating model design. This is an initial 6-week discovery-phase engagement with potential to extend into implementation.
Employment Type: 6-week PoC contract with high extension possibility upon implementation
Location: Greater Toronto Area - hybrid
Role Overview
The Solution Architect will lead end-to-end solution architecture across CCaaS cloud integrations data flows agentic AI workflows and enterprise systems. This role will partner with business technology architecture and delivery stakeholders to define scalable secure and implementation-ready solutions.
What Youll Do:
- Design end-to-end CCaaS and agentic AI solution architectures.
- Define integration patterns across contact center platforms CRM IVR telephony knowledge systems analytics and enterprise applications.
- Translate business and CX objectives into scalable technical architecture.
- Lead solution design workshops with business technical and delivery stakeholders.
- Assess current-state contact center platforms workflows data flows and integration gaps.
- Create future-state architecture solution blueprints and implementation roadmaps.
- Ensure designs align with security scalability compliance and cloud-native best practices.
- Provide architectural guidance to functional technical and delivery teams.
Requirements
- Strong experience designing enterprise contact center / CCaaS solutions.
- Experience with platforms such as Amazon Connect Genesys Cloud NICE CXone Five9 Cisco Avaya or similar - MUST.
- Banking financial services insurance telecom or large enterprise experience.
- Strong cloud and systems integration experience.
- Understanding of AI-enabled / agentic workflows virtual agents automation or conversational AI.
- Strong stakeholder management and executive-facing communication skills.
- Ability to bridge business needs with technical architecture.
- Experience in discovery / assessment / roadmap engagements.
- Experience working with consulting or systems integration teams.
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Required Skills:
- Strong experience designing enterprise contact center / CCaaS solutions. - Experience with platforms such as Amazon Connect Genesys Cloud NICE CXone Five9 Cisco Avaya or similar. - Banking financial services insurance telecom or large enterprise experience. - Strong cloud and systems integration experience. - Understanding of AI-enabled / agentic workflows virtual agents automation or conversational AI. - Strong stakeholder management and executive-facing communication skills. - Ability to bridge business needs with technical architecture. - Experience in discovery / assessment / roadmap engagements. - Experience working with consulting or systems integration teams.
