Contact Centre Solution Designer

Capco; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading consulting firm in Toronto is seeking a Senior Contact Centre Solution Designer to lead the design and implementation of a Real-Time Agent Assist capability for a financial services client. The role involves collaborating with vendors, overseeing implementations, and delivering innovative solutions to enhance client services. Candidates should have experience in Contact Centre design and strong communication skills. This position offers comprehensive benefits and opportunities for career growth.

Benefits

100% company-paid health, life, and disability insurance

Registered Retirement Savings Plan (RRSP) with matching employer contribution

Company-paid virtual health care for employees

Employee & Family Assistance Program

Enhanced parental leave benefits

Wellness support including fitness reimbursement

Personalized coaching for career growth

Qualifications

• Proven experience in Contact Centre solution design, including end-to-end implementations.
• Ability to collaborate effectively with vendors and stakeholders.
• Excellent communication and documentation skills, with a structured approach to design.

Responsibilities

• Lead end-to-end solution design for a Real-Time Agent Assist capability.
• Collaborate with vendor partners during the design phase.
• Oversee implementation phase to ensure alignment with design principles and user requirements.

Skills

Contact Centre solution design

Voice and digital channel technologies

Collaboration with vendors

Communication and documentation

Tools

Genesys

NICE

Five9

Amazon Connect

Job description

Overview

Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passionate business and technology professionals enjoy a unique environment where they are actively encouraged to apply intellect, innovation, experience and teamwork. We are dedicated to fully supporting our world class clients as they respond to challenges and opportunities in: Banking & Payments, Capital Markets, Insurance, Wealth & Asset Management and Energy.

Let’s Talk About You

You want to Own Your Career. You’re serious about rising as far and as fast as your work and achievements can take you. And you’re ready to write the next chapter of your career story: a challenging and rewarding role.

About the Role

Senior Contact Centre Solution Designer
Location: Toronto (Onsite – 4 days/week) | Practice Area: Technology & Engineering

Shape the Future of Real-Time Agent Assist in a Tier-1 Environment

We’re looking for a Senior Contact Centre Solution Designer to lead the design and implementation of a Real-Time Agent Assist capability for one of our Tier 1 financial services clients. This role will begin with vendor engagement during the design phase and transition into hands-on leadership through implementation. You’ll bring deep Contact Centre knowledge and act as a critical bridge between business needs and technical execution.

What You’ll Do

• Lead end-to-end solution design for a Real-Time Agent Assist capability within the Contact Centre ecosystem.
• Collaborate closely with vendor partners during the initial design phase, ensuring solutions meet technical and business needs.
• Oversee and support the implementation phase, ensuring delivery aligns with design principles and user requirements.
• Engage with business stakeholders, contact centre operations teams, and technology partners to define requirements and integration points.
• Provide architectural input and solution assurance, aligning new capabilities with the client’s broader technology strategy.

What We’re Looking For

• Proven experience in Contact Centre solution design, including end-to-end implementations.
• Strong background in voice and digital channel technologies (e.g., IVR, telephony, chat, email).
• Ability to collaborate effectively with vendors and internal stakeholders in both technical and non-technical roles.
• Experience delivering in enterprise environments with multiple stakeholders and complex infrastructure.
• Excellent communication and documentation skills, with a structured approach to design.

Bonus Points For

• Experience with Real-Time Agent Assist or similar AI-driven capabilities.
• Familiarity with contact centre platforms such as Genesys, NICE, Five9, or Amazon Connect.
• Knowledge of AI, NLP, or speech analytics technologies.
• Background in financial services or other highly regulated industries.
• Experience with agile delivery and DevOps practices.

Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Comprehensive Benefits Coverage – 100% company-paid health, life, and disability insurance effective from Day 1 of employment
• Retirement Savings Program – Registered Retirement Savings Plan (RRSP) with the option of receiving a matching employer contribution
• Virtual Health Care – Company-paid program available to all employees and their dependents/partners
• Employee & Family Assistance Program (EFAP) – Company-paid support services for employees and their dependents/partners
• Parental Leave Top-Up – Enhanced parental leave benefits available from Day 1 of employment
• New Parent Gift – A company-sponsored gift to celebrate the arrival of a new child
• Wellness Support – Fitness reimbursement benefit to promote health and well-being
• Business Coach from Day 1 – Personalized one-on-one coaching to support career growth, accelerate development, and help achieve your professional goals at Capco.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.

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