Solution Architect (CCaaS)

Requisition ID : 239700

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Job Summary :

We are seeking a highly skilled Solutions Architect to join our team and lead the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have extensive experience in architecting and deploying CCaaS solutions, with a strong focus on enhancing customer and agent experiences through innovative technology.

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 :

What's in it for you?

Location(s) :  Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose : "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.