CCaaS Solution Designer

Required Skills & Experience

-Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology (Verint or Genesys engage or Genesys cloud or Amazon Connect). Geneys cloud is strongly preferred.
- understanding of core contact centre technologies, including:
IVR and call routing
Call recording
Quality monitoring
Workforce management
Agent desktop technologies

-Experience with third-party application integrations and API-based integrations across enterprise systems, including CRM, analytics, and contact centre platforms

-Proven experience designing solutions for large‑scale financial or insurance contact centres (10k+ agents)
-Strong understanding of backend integrations and enterprise system dependencies
Excellent communication and leadership skills, with the ability to engage confidently with:
-Business stakeholders
-Senior leadership
-Technology and delivery teams

Demonstrated ability to:
-Take loosely defined business ideas (“we want to do this”)
-Ask the right questions
-Guide stakeholders toward the right solution
-Highly self‑sufficient, mature, and comfortable operating in complex enterprise environments

Nice to Have Skills & Experience

Experience delivering AI‑enabled contact centre solutions, including:

Conversational AI (voicebots and chatbots)
NLU / NLI–based intent recognition and routing

Job Description

Insight Global is seeking a Senior Solution Designer to join the Contact Centre Technology Team at a large financial institution in downtown Toronto.

This role will be responsible for end‑to‑end technical solution design across large‑scale, enterprise contact centre platforms supporting 10,000+ agents in a highly regulated environment.The successful candidate will operate as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient, and future‑ready contact centre solutions.

Responsibilities include the below:
-Lead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementation
-Partner directly with business stakeholders and leadership to understand objectives and guide them toward the right technical approach
-Translate business needs into clear, scalable, and supportable contact centre designs

-Own solution designs across core contact centre services including:
Call recording
Workforce management / call force management
Agent desktop
IVR and self‑service

-Design and support solutions across Genesys Engage, including Google CCIA (Contact Center AI) integrations and backend systems
-Provide architectural input on backend integrations (CRM, analytics platforms, data services, APIs)
-Act as a senior design authority, reviewing and influencing technical decisions across programs
-Work closely with program managers to ensure purpose traceability and requirements‑to‑function alignment
-Produce clear, well‑structured solution design documentation and present designs to both technical and non‑technical audiences
-Provide mentorship and guidance to other designers and technology team members