Contact Center AI Platform-Tech Lead

Contact Center AI Platform-Tech Lead

Toronto, ONT, Canada

and 2 more

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Opportunity

The Contact Center AI Platform Technical Lead is a hands-on technical leader responsible for designing and delivering comprehensive solutions for various contact centers AI platforms at Definity.

This role will lead the solution delivery of CCaaS platform, Google AI applications that compliment contact center operations, and other supporting contact center platforms such as workforce management, and quality monitoring platforms. As a senior technical expert, you will provide hands-on guidance to the development team, set solution standards, and ensure that platform capabilities align with both business and technology strategies. In addition, the role will allow you to drive innovation by conducting proof of concepts (POCs) on new technologies.

What to Expect

• Design and implement voice, chat and other digital contact center solutions.
• Design and implement generative AI solution that bring automation and efficiencies to contact center
• Plan, document, and support the configuration of contact center supporting solutions
• Identify opportunities using CCaaS changes, Generative AI or automation to improve call center metrics, such as handle time, wait times, and containment.
• Lead the integration design efforts for GenAI solutions for contact center.
• Serve as a hands-on technical lead in designing and implementing complex contact center solutions.
• Mentor and guide the development team, promoting a collaborative, hands-on technical culture.
• Engage with various business and technology stakeholders to translate complex business requirements into scalable solutions.
• Oversee the delivery of complex contact center solutions from concept through implementation, ensuring high-quality, scalable, and secure solutions.

What you Bring

• Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• 7+ years’ experience working with an enterprise level Contact Center as a platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys.
• Experience with CTI integration with Salesforce or other commercially available CRM systems
• Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform.
• Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such Google Dialogflow or Amazon Lex.
• Strong understanding in ways to integrate PCI compliance in contact center use cases.
• Strong proficiency in Java, Python and Node.js for backend service integration with CCaaS or AI applications.
• Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services.

Salary Range: $108,700-$158,700

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).