CCaaS Solution Designer/ TL

Job#: 3056307

Job Description:

CCaaS Solution Designer

Client: Big 5 Bank

Location: Hybrid, 1–2 days/ week in downtown Toronto, Ontario

Term: 12-month contract with a strong possibility of extension

Hours: 37.5 hours/ week, Monday to Friday, 9:00 a.m.–5:00 p.m.

Required Qualifications

• Senior-level experience in solution design or solution architecture within contact centre technology, with strong preference for hands-on Genesys Cloud CX experience.
• Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management, and agent desktop solutions.
• Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications, external platforms, and contact centre technologies.
• Experience designing solutions for large-scale financial services, banking, or insurance contact centres is preferred.
• Strong understanding of backend integrations, enterprise dependencies, security, and regulatory compliance within complex environments.
• Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.
  
  

Core Capabilities

• Ability to take loosely defined business ideas, ask the right questions, and guide stakeholders toward an effective technical solution.
• Proven ability to translate business requirements into scalable, resilient, secure, and supportable solution designs.
• Highly self-sufficient, mature, and comfortable operating in complex enterprise environments.
• Strong delivery experience, with the ability to carry a solution from early design through implementation.
  
  

Nice-to-Have Qualifications

• Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chatbots, and intent-based routing.
• Experience with Google integrations or other cloud-based AI services within a contact centre environment.
• Experience working within banking or another highly regulated financial institution.
  
  

Job Description

Apex is seeking a Senior CCaaS Solution Designer to join the Contact Centre Technology team at a large financial institution in downtown Toronto.

This role is responsible for end-to-end technical solution design across large-scale enterprise contact centre platforms within a highly regulated environment. The successful candidate will act as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to create scalable, resilient, secure, and future-ready solutions.

The Solution Designer must be able to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem. This includes integrations with APIs, internal applications, external platforms, data services, security controls, and regulatory requirements. The role requires practical implementation expertise, not simply familiarity with contact centre tools.

Key Responsibilities

• Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
• Partner with business stakeholders and senior leaders to understand objectives and recommend the appropriate technical approach.
• Translate business needs into clear, scalable, secure, and supportable contact centre designs.
• Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management, and agent desktop technologies.
• Design Genesys Cloud CX solutions and integrations across internal and external applications.
• Define how Genesys Cloud CX APIs are consumed and how the platform consumes APIs exposed by other enterprise systems.
• Provide architectural direction for integrations involving CRM, analytics platforms, data services, middleware, and APIs.
• Incorporate security, privacy, risk, and regulatory compliance requirements into solution designs.
• Work closely with delivery partners and vendors to oversee implementation and ensure alignment with the approved design.
• Act as a senior design authority by reviewing and influencing technical decisions across programs.
• Maintain traceability between business objectives, requirements, solution components, and delivered functionality.
• Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.
  
  

Apex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.

• Role Type: Current opening
• Location: Ontario
• Hourly Range:
  
  

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

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