CCaaS Solution Designer

Insight Global; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

Insight Global is seeking a Senior Solution Designer to join the Contact Centre Technology Team at a large financial institution in downtown Toronto.

This role leads end-to-end technical solution design for enterprise contact centre platforms supporting 10,000+ agents, partnering with program managers, engineering teams, vendors and business stakeholders to build scalable, resilient, and future-ready solutions.

Qualifications

• Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology.
• Experience with Genesys Engage/Cloud or Amazon Connect.
• Strong background in IVR, call routing, and workforce management.
• Proven track record delivering AI‑enabled contact centre solutions.

Responsibilities

• Lead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementation.
• Partner with business stakeholders and leadership to understand objectives and guide technical decisions.
• Translate business needs into scalable, supportable contact centre designs.
• Own designs across core services including: Call recording, Workforce management, Agent desktop, IVR and self‑service.
• Design and support solutions across Genesys Engage, including Google CCIA integrations and backend systems.
• Provide architectural input on backend integrations (CRM, analytics platforms, data services, APIs).
• Act as a senior design authority, influencing technical decisions across programs.
• Produce clear design documentation and present to technical and non‑technical audiences.
• Mentor and guide other designers and technology team members.

Skills

Solution design

Solution architecture

Contact centre technology

Genesys Engage

Genesys Cloud

Amazon Connect

API integrations

Stakeholder leadership

Job description

Job Description

Insight Global is seeking a Senior Solution Designer 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

• 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

Skills and Requirements

• Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology (Verint or Genesys engage or Genesys cloud or Amazon Connect). Geneys cloud is strongly preferred.
• Understanding of core contact centre technologies, including: IVR and call routing, Call recording, Quality monitoring, Workforce management, Agent desktop technologies
• Experience with third‑party application integrations and API‑based integrations across enterprise systems, including CRM, analytics, and contact centre platforms
• 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
• Experience delivering AI‑enabled contact centre solutions, including: Conversational AI (voicebots and chatbots)NLU / NLI–based intent recognition and routing

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].