Skills

Communication Leadership Monitoring CRM Architecture Solution Architecture Analytics

Job Specifications

JOB DESCRIPTION

Insight Global is seeking Senior Solution Designers to join the Contact Centre Technology Team at a large financial institution in downtown Toronto. This role will be responsible for end‑to‑end technical solution design across large‑scale, enterprise contact centre platforms supporting 10,000+ agents in a highly regulated environment. The successful candidate will operate as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient, and future‑ready contact centre solutions. Responsibilities include the below: -Lead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementation -Partner directly with business stakeholders and leadership to understand objectives and guide them toward the right technical approach -Translate business needs into clear, scalable, and supportable contact centre designs -Own solution designs across core contact centre services including: Call recording Workforce management / call force management Agent desktop IVR and self‑service -Design and support solutions across Genesys Engage, including Google CCIA (Contact Center AI) integrations and backend systems -Provide architectural input on backend integrations (CRM, analytics platforms, data services, APIs) -Act as a senior design authority, reviewing and influencing technical decisions across programs -Work closely with program managers to ensure purpose traceability and requirements‑to‑function alignment -Produce clear, well‑structured solution design documentation and present designs to both technical and non‑technical audiences -Provide mentorship and guidance to other designers and technology team members

REQUIRED SKILLS AND EXPERIENCE

-Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology -Strong hands‑on experience with Genesys Engage, including integrations and mid‑legacy on‑prem environments -Experience integrating Google CCIA (Contact Center AI) or similar AI/NLU platforms with contact centre solutions -Deep understanding of core contact centre technologies, including: IVR and call routing Call recording Quality monitoring Workforce management Agent desktop technologies -Proven experience designing solutions for large‑scale financial or insurance contact centres (10k+ agents) -Strong understanding of backend integrations and enterprise system dependencies -Excellent communication and leadership skills, with the ability to engage confidently with: -Business stakeholders -Senior leadership -Technology and delivery teams Demonstrated ability to: -Take loosely defined business ideas (“we want to do this”) -Ask the right questions -Guide stakeholders toward the right solution -Highly self‑sufficient, mature, and comfortable operating in complex enterprise environments

NICE TO HAVE SKILLS AND EXPERIENCE

Experience delivering AI‑enabled contact centre solutions, including: Conversational AI (voicebots and chatbots) NLU / NLI–based intent recognition and routing

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more