Solution Architect (CCaaS)

Is this role right for you?

In this role you will:

• Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements.
• Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs.
• Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organization's needs.
• Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans.
• Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices.
• Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization.
• Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience.
• Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise.
• Implement AI tools in the Contact Centre: Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Solutions Architect, with a focus on Contact Centre as a Service (CCaaS) solutions.
• Strong knowledge of CCaaS platforms and technologies, such as Genesys Cloud, and their integration with other enterprise systems.
• Excellent understanding of cloud computing principles and architectures.
• Experience with designing and implementing multi-channel and omnichannel contact center solutions.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Preferred Qualifications: Experience with other CCaaS platforms, preferably Genesys or such as Amazon Connect or NICE inContact.
• Preferred Qualifications: Certification in relevant CCaaS technologies or cloud platforms.
• Preferred Qualifications: Knowledge of customer relationship management (CRM) systems and their integration with CCaaS solutions.
• Preferred Qualifications: Experience with agile development methodologies and project management tools.
• AI Integration: Experience in integrating AI technologies into CCaaS solutions to enhance customer interactions and agent productivity.
• Natural Language Processing (NLP): Proficiency in implementing NLP for automated customer service solutions, such as chatbots and virtual assistants.
• Machine Learning: Knowledge of machine learning techniques to analyze customer data and improve service delivery through predictive analytics.
• Speech Analytics: Experience with speech recognition and analytics to monitor and improve call quality and customer satisfaction.
• AI-Driven Insights: Ability to leverage AI to generate actionable insights from customer interactions and drive continuous improvement.
• Automation: Expertise in using AI for automating routine tasks and processes within the contact center to increase efficiency and reduce operational costs.
• Sentiment Analysis: Proficiency in using AI to analyze customer sentiment and tailor responses to improve customer experience.
• AI Ethics: Understanding of ethical considerations and best practices in deploying AI solutions in customer service environments.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.