Solution Designer - CCaaS

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

REQUIRED SKILLS AND 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

“Artificial intelligence tools are used to assist in screening and assessing applicants for this position."

This role is vacant for a new opening

This role is looking to pay $80/hr