Contact Center AI Platform-Tech Lead

Definity; Toronto; Hybrid; CAD 109,000 - 159,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership

Pension and RRSP contributions

Paid volunteer days

Tuition assistance

Diversity & inclusion programs

Wellness programs

Job summary

Definity is seeking a Senior CCAI Platform Technical Lead in Toronto, Ontario, to define strategy, architecture, and delivery of AI-powered customer experiences across its contact centre ecosystem. You will lead a multidisciplinary team and collaborate with stakeholders, architects, engineers, and vendors to build scalable, secure, and resilient cloud-native AI solutions.

You will drive innovation with generative AI, automation, analytics, and conversational technologies, ensure alignment with

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• 7+ years of experience designing and delivering enterprise-scale CX or contact center solutions.
• 2+ years of experience developing and implementing AI-powered solutions, including conversational AI, generative AI, and intelligent automation.
• Strong experience with cloud-based platforms, enterprise integrations, APIs, CRM systems, and omnichannel customer engagement solutions.

Responsibilities

• Lead the design, implementation, and support of AI-powered voice, chat, and digital contact center solutions.
• Architect and integrate Generative AI capabilities to drive automation, operational efficiency, and enhanced customer experiences.
• Develop technical designs, documentation, and enterprise-grade SaaS/CCaaS solutions, including routing, scripting, recording, and CRM integrations.
• Serve as the technical lead, translating business requirements into scalable, secure, and resilient solutions.
• Partner with AI, data engineering, and cross-functional teams to deliver real-time integrations and event-driven architectures.
• Drive innovation through proof-of-concept initiatives, technology evaluations, and continuous improvement of the Contact Center AI platform.
• Provide technical leadership, mentorship, and subject matter expertise while promoting engineering best practices across teams.
• Lead the end-to-end delivery of complex contact center initiatives, including troubleshooting, root cause analysis, and operational excellence.

Skills

Generative AI

DevOps

Technical leadership

Stakeholder collaboration

Education

Bachelor’s or Master’s degree in Computer Science or related field

Tools

Java

Python

Node.js

Google Cloud Platform

REST APIs

Job description

The Opportunity
The Contact Center AI (CCAI) Platform Technical Lead is a senior hands-on technology leader responsible for defining the strategy, architecture, and delivery of AI-powered customer experience solutions across Definity’s contact centre ecosystem. This role provides technical leadership and oversight for a multidisciplinary team developing scalable, secure, and resilient AI solutions that support key business areas, including Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline. Working closely with business stakeholders, architects, engineers, and vendors, the Technical Lead ensures platform capabilities align with business objectives while driving innovation through generative AI, automation, analytics, and conversational technologies. Building on Definity’s industry-leading success in Contact Center AI and its adoption of Google’s Gemini Enterprise for Customer Experience (GECX), this role will evaluate emerging technologies, lead proof-of-concept initiatives, and help shape the future of customer, broker, and employee engagement through cloud-native, omnichannel AI solutions.

Job Description
The Opportunity
The Contact Center AI (CCAI) Platform Technical Lead is a senior hands-on technology leader responsible for defining the strategy, architecture, and delivery of AI-powered customer experience solutions across Definity’s contact centre ecosystem. This role provides technical leadership and oversight for a multidisciplinary team developing scalable, secure, and resilient AI solutions that support key business areas, including Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline. Working closely with business stakeholders, architects, engineers, and vendors, the Technical Lead ensures platform capabilities align with business objectives while driving innovation through generative AI, automation, analytics, and conversational technologies. Building on Definity’s industry-leading success in Contact Center AI and its adoption of Google’s Gemini Enterprise for Customer Experience (GECX), this role will evaluate emerging technologies, lead proof-of-concept initiatives, and help shape the future of customer, broker, and employee engagement through cloud-native, omnichannel AI solutions.
This is an exciting opportunity to lead one of Definity's most strategic AI platforms and help shape the next generation of customer experience through the power of generative AI and intelligent automation.
What To Expect

• Lead the design, implementation, and support of AI-powered voice, chat, and digital contact center solutions.
• Architect and integrate Generative AI capabilities to drive automation, operational efficiency, and enhanced customer experiences.
• Develop technical designs, documentation, and enterprise-grade SaaS/CCaaS solutions, including routing, scripting, recording, and CRM integrations.
• Serve as the technical lead, translating business requirements into scalable, secure, and resilient solutions.
• Partner with AI, data engineering, and cross-functional teams to deliver real-time integrations and event-driven architectures.
• Drive innovation through proof-of-concept initiatives, technology evaluations, and continuous improvement of the Contact Center AI platform.
• Provide technical leadership, mentorship, and subject matter expertise while promoting engineering best practices across teams.
• Lead the end-to-end delivery of complex contact center initiatives, including troubleshooting, root cause analysis, and operational excellence.

What You Bring

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• 7+ years of experience designing and delivering enterprise-scale customer experience, digital engagement, or contact center solutions.
• 2+ years of experience developing and implementing AI-powered solutions, including conversational AI, generative AI, and intelligent automation.
• Strong experience with cloud-based platforms, enterprise integrations, APIs, CRM systems, and omnichannel customer engagement solutions.
• Proven ability to translate business requirements into scalable, secure, and supportable technology solutions while providing technical leadership and mentorship.
• Experience with CCaaS platforms (e.g., Google CCAI/GECX, Five9, Genesys, Amazon Connect, NICE), contact center operations, and customer journey optimization.
• Hands-on expertise with Google Cloud Platform, Generative AI technologies, modern programming languages (Java, Python, Node.js), and cloud-native architectures.
• Strong understanding of enterprise integration patterns, REST APIs, microservices, DevOps practices, CI/CD, security, AI governance, and regulated industry environments.

Salary Range: $108,700-$158,700
About Us
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 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 [e-mail].
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).
About The Team
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.