Solution Designer – Contact Center & Telephony

Position Description:

Location: Hybrid Downtown Toronto Office (250 Yonge St) and/or Client Office
Onsite Requirement: Minimum 2 days per week (subject to change)

We are seeking a Solution Designer Contact Center & Telephony to design end-to-end technical solutions that enable seamless secure and scalable customer interactions across voice and digital channels. This role focuses on defining architectures and integration patterns for modern Contact Center platforms including Cloud Contact Center as a Service (CCaaS) Interactive Voice Response (IVR) Computer Telephony Integration (CTI) and related telephony infrastructure.

The Solution Designer will collaborate with business stakeholders architects infrastructure teams and vendors to ensure solutions meet business objectives technical standards and compliance requirements.

Your future duties and responsibilities:

Solution Design & Architecture
Design and document comprehensive Contact Center and telephony solutions aligned with enterprise architecture principles and business needs
Define integration patterns between CCaaS platforms (e.g. Genesys Cloud Amazon Connect NICE CXone Cisco Avaya) and enterprise systems such as CRM middleware and workforce management tools
Develop call flow designs IVR scripts routing strategies and interaction models
Ensure scalability reliability and security in telephony and contact center architectures
Translate business requirements into detailed technical design specifications
Collaboration & Delivery
Work with project managers business analysts and developers to ensure alignment between solution design and implementation
Partner with network and infrastructure teams to define telephony connectivity SIP trunking and QoS configurations
Collaborate with vendors and third-party providers on CCaaS implementations or telephony integrations
Support proof-of-concept and pilot deployments for new solutions
Governance & Standards
Contribute to solution design governance and review processes
Ensure compliance with security privacy and regulatory requirements (e.g. PCI PIPEDA GDPR)
Maintain architectural artifacts diagrams and documentation
Recommend best practices and emerging technologies in contact center modernization

Required qualifications to be successful in this role:

Bachelors degree in Computer Science Information Technology Engineering or a related field
58 years of experience in solution design systems integration or architecture within contact center or telephony environments
Technical Skills
Strong understanding of CCaaS and on-prem contact center technologies (e.g. Genesys Amazon Connect Avaya Cisco NICE CXone)
Experience with SIP VoIP SBCs IVR ACD CTI and call routing architectures
Knowledge of APIs web services and middleware for system integrations
Familiarity with cloud infrastructure (AWS Azure or GCP)
Experience with CRM integrations (e.g. Salesforce MS Dynamics ServiceNow)
Proficiency in call flow design tools and architecture documentation (e.g. Visio Lucidchart)
Soft Skills
Strong analytical and problem-solving abilities
Excellent communication and presentation skills
Ability to work collaboratively in cross-functional teams and manage multiple priorities
Strategic thinker with attention to operational detail

Preferred Qualifications
Certifications in CCaaS platforms (e.g. Genesys Cloud Architect Amazon Connect Practitioner)
ITIL TOGAF or similar architecture framework certifications
Experience in banking insurance or other regulated industries

#LI-GS!

Skills:

• Business Analysis
• Delivery Management
• Google Cloud Platform
• Integration Architecture
• ServiceNow
• Solution Analysis
• Solution Design
• Solutions Architecture
• Telephony
• English

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our teamone of the largest IT and business consulting services firms in the world.