Solution Architect (CCaaS)Scotiabank • Scarborough, ON, CA
Solution Architect (CCaaS)
Scotiabank • Scarborough, ON, CA
6 days ago
Job type
- Full-time
Job descriptionBachelor'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. 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.
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?
Create a job alert for this search
Solution Architect CCaaS • Scarborough, ON, CA
Similar jobs
A leading tech firm located in Toronto is looking for a Sr.In this role, you'll lead customer-focused initiatives, recommend technology design solutions, and ensure the successful adoption of cloud...Show more
A career that helps you get more out of life.A Long View career helps you get more out of life.We don’t just say it, we prove it.
We’re proud of our reputation as one of North America’s most dynamic...Show more
Lead and mentor teams of cloud platform engineers, providing technical guidance and career development.Design enterprise grade cloud architectures and platform solutions that align with customer bu...Show more
Job Title : AWS Solution Architect.Job Type : Full-time (Contract role).Location : Toronto, Canada (Remote / Hybrid – Onsite as required).
Are you passionate about architecting innovative cloud solutions...Show more
As a Solutions Architect on the Canada team focused on Digital Native customers, you will shape the future of the big data landscape by working with the most sophisticated data engineering and data...Show more
At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause : turning insight into opportunity for clients and communities around the world.KPMG is looking for ...Show more
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide.You’ll work with leading companies across industries, helping them shape their hybrid cloud a...Show more
Solution Architect – Epistemix.Our Solution Architect serves as the technical bridge between our sales team and prospective clients.
This individual leads discovery of customer requirements, archite...Show more
Contribute to ensuring secure modern application infrastructure in cloud by developing security controls and principles in a GCP Kubernetes environment.
Network security in cloud is one of the cruci...Show more
Mandatory Skills & Requirements : .Expert and hands‑on experience in.Proven experience in Microservices architecture.Solid background in architecting and solutioning enterprise‑grade Java application...Show more
This range is provided by Insight Global.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
This Solution Architect will be tasked with working on ...Show more
Department : Consulting & Solutions.Employment Type : Regular Full-Time.Language : This role operates in English.Additional Information : This / these role(s) is / are currently vacant.We are a leading Can...Show more
Spaulding Ridge is an advisory and IT implementation firm.We help global organizations achieve financial clarity to support daily decisions impacting revenue, operations, and financial management.W...Show more
Our Canadian Enterprise Architecture team is looking to expand our practice! We are looking for flexible, resilient, energetic IT professionals with an engineering mentality, who understands how to...Show more
Enterprise Automation Technology is hiring a Solutions Architect within the Data, Automation & Platforms team, reporting to the Director of Technology Solutions.
The Solutions Architect will collabo...Show more
A Bachelor’s or Higher Degree is the minimum entry required for the position.This job posting is for an existing, active vacancy and we are looking to hire Sr.
Solution Architechfor Capital Markets ...Show more
Senior Cloud Solution Architect.Zurich Canada is seeking a Senior Cloud Solution Architect to work with other Solution and Enterprise Architects to align on multi-cloud architecture vision.Reportin...Show more
We have a Hybrid approach to working here at Engine - our preference is that you’re located within a commutable distance of place of work in London, so that we’re able to interact and collaborate i...Show more
Senior Solution Architect — Hybrid Cloud & Capital Markets
Aarorn Technologies Inc • Toronto C6A, ON, Canada
Remote
Part-time
Last updated: 6 days ago • Promoted
Solution Architect
Long View Systems • Toronto C6A, ON, Canada
Full-time +1
Last updated: 2 days ago • Promoted
Cloud Solutions Architect_GCP
J&M Group • Toronto C6A, ON, Canada
Part-time
Last updated: 30+ days ago • Promoted
AWS Solution Architect
micro1 • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 30+ days ago • Promoted
Solutions Architect
Menlo Ventures • Toronto C6A, ON, Canada
Full-time
Last updated: 30+ days ago • Promoted
Cloud Solution Architect
KPMG LLP Canada • Toronto C6A, ON, Canada
Full-time
Last updated: 9 days ago • Promoted
Solution Architect
IBM • Toronto C6A, ON, Canada
Full-time
Last updated: 9 hours ago • Promoted • New!
Solution Architect
Epistemix • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 30+ days ago • Promoted
Solution Architect
Nexus Systems Group Inc. • Toronto C6A, ON, Canada
Full-time
Last updated: 30+ days ago • Promoted
Solution Architect
Kastech • Toronto C6A, ON, Canada
Full-time
Last updated: 30+ days ago • Promoted
Solutions Architect
Insight Global • Toronto C6A, ON, Canada
Full-time
Last updated: 30+ days ago • Promoted
Senior Solution Architect
Co-operators • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 9 hours ago • Promoted • New!
Oracle FCCS Solution Architect
Spaulding Ridge • Toronto C6A, ON, Canada
Full-time
Last updated: 30+ days ago • Promoted
Senior Solution Architect
Manulife Financial • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 5 days ago • Promoted
Solutions Architect
Canada Life • Toronto C6A, ON, Canada
Full-time
Last updated: 4 days ago • Promoted
Sr. Solution Architect
Tech Mahindra • Toronto C6A, ON, Canada
Full-time
Last updated: 4 days ago • Promoted
Senior Cloud Solution Architect
Zurich Insurance • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 2 days ago • Promoted
Solution Architect
Engine by Starling • Toronto C6A, ON, Canada
Remote
Full-time
Last updated: 4 days ago • Promoted