Senior Architect - Contact Center and Conversational AI

Job ID: 10007

Employment Type: Existing Role

Working Business Language: English. This role is considered a head‑office role and will be required to communicate with internal stakeholders across Canada where the primary business language utilized is English.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full‑time and part‑time permanent employees are eligible for an annual bonus plan, leave of absence top‑up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $120,000 - $160,000. Candidates with salary expectations outside of the range are still encouraged to apply.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Under minimal supervision, this role contributes to Wawanesa’s success by providing high level design of enterprise IT solutions, developing enterprise technology roadmaps, architecture standards and principles, to meet business objectives taking into account the existing architectural landscape at Wawanesa. The architect ensures IT solutions are implemented following the solution architecture design.

Job Responsibilities

• Develop and maintain current state architecture models and artifacts including the four key domains of architecture: Business, Application, Data, and Technology
• Gather solution architecture requirements from various sources including interviewing business and IT stakeholders, established architecture standards and principles, and reference architectures
• Identify solution non‑functional requirements
• Identify key business and technology drivers that impact application architectures, such as end‑user requirements, existing application environment (including legacy and packaged systems), and non‑functional requirements
• Evaluate alternate approaches and develop target state architecture models based on project objectives, architecture requirements, and non‑functional requirements
• Provide leadership and direction guidance to solution delivery teams to ensure solution design and implementation aligns to the target state architecture, as well as to identify when it is necessary to modify the architecture to accommodate solution needs
• Ensure architectural compliance of solutions to enterprise architecture standards and principles
• Participate and provide architectural guidance in the construction, modeling, and design of prototypes, proofs of concepts and working models of complex or new design elements
• Ensure that all aspects of the solution design follows best practices and meets the requirements of the business by participating in conceptual and physical design, participating in design reviews and approving/signing off on design deliverables
• Ensure proper and effective reuse of application and technical services, patterns, frameworks and standard tools and templates in the proposed solution
• Design external system interface architecture, including appropriate application of techniques and standards such as service‑oriented architecture, web services, etc
• Create and maintain system and architecture design standards and provide guidance to project teams regarding guiding principles, system and application design, coding and design standards
• Develop enterprise application and technology architecture roadmaps based on corporate business and IT objectives and strategies
• Review and provide recommendations for continuous improvements to architecture practice
• Mentor and lead other architects on team to ensure application of consistent architecture practice
• A primary responsibility of this role is to safeguard confidentiality of any data they come across in their daily duties
• Perform other duties as assigned

Qualifications

• 5+ years IS architecture experience
• 10+ years of full life‑cycle solution design experience using object‑oriented analysis and design, preferably in a mid‑sized or large enterprise
• Bachelor’s degree in computer science, a related analytical discipline, or equivalent experience
• Ability to design clear logical and physical architectures spanning contact center platforms, CRM, integration and data layers, and identity and security controls
• Experience acting as an architecture authority and establishing standards and patterns that address scalability, availability, security, privacy, supportability, cost, and technical debt
• Experience working with contact center operations, CRM product owners, vendors, and implementation partners
• Strong understanding of contact center operating models and how technology choices affect customer experience, agent efficiency, supervisory workflows, and reporting
• Hands‑on experience with Genesys Cloud CX is an asset, including Genesys Architect, queue and routing design, omnichannel patterns, agent and supervisor experience, and integration with enterprise systems through APIs and event‑based patterns
• Ability to align CRM implementations with contact center processes to maintain consistent customer context across interactions
• Experience with Salesforce CRM is a strong asset, especially Service Cloud, including data models, security and access, case management, service workflows, performance, scalability, and maintainability
• Experience integrating CCaaS platforms with CRM solutions, including screen pop, customer context synchronization, interaction logging, lifecycle tracking, and workflow automation
• Strong understanding of integration trade‑offs, including native versus custom integrations, latency, resilience, data consistency, and avoiding tight coupling between contact center logic and CRM customization
• Familiarity with coordinated solutions such as CX Cloud from Genesys and Salesforce, or equivalent patterns that tightly align CCaaS and CRM platforms, is an asset
• Understanding of enterprise AI considerations, including privacy, security, responsible use, human oversight, and fallback design
• Experience incorporating AI capabilities into contact center and CRM designs where they deliver clear business value
• Working knowledge of AI‑assisted routing and orchestration in Genesys Cloud CX and embedded AI capabilities in Salesforce Service Cloud is an asset
• Experience designing solutions that support cross‑platform reporting, contact center KPIs, service metrics, CRM data quality, and customer history
• Understanding of how contact center and CRM data together enable analytics, monitoring, and continuous improvement
• Experience in regulated industries (insurance, financial services, or healthcare)
• Genesys Cloud CX or Salesforce certifications an asset

Diversity, Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce. We welcome applications from all qualified candidates, including racialised persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender‑diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to

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Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.

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