Senior CCaaS Solution Architect - Genesys Cloud CX

Apex Systems; Toronto; Hybrid; CAD 110,000 - 113,000; Full time

Benefits offered by this job

Benefits package

Training and certification programs

Job summary

Apex Systems is hiring a Senior CCaaS Solution Designer to join the Contact Centre Technology team for a major financial institution in downtown Toronto. The role focuses on end-to-end solution design of large-scale CCaaS platforms, including API integrations, security controls, and regulatory requirements.

You will partner with program managers, engineering, vendors, and business stakeholders to deliver scalable, resilient, and future-ready solutions, while guiding technical decisions and

Qualifications

• Senior-level experience in solution design or solution architecture within contact centre technology.
• Hands-on Genesys Cloud CX experience preferred.
• Experience delivering API-based integrations across CRM, analytics, data services, internal applications, external platforms, and contact centre technologies.
• Experience designing solutions for banking/financial services contact centres is preferred.
• Strong understanding of security and regulatory compliance within complex environments.

Responsibilities

• Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
• Partner with business stakeholders and senior leaders to understand objectives and recommend the appropriate technical approach.
• Translate business needs into clear, scalable, secure, and supportable contact centre designs.
• Own solution designs across core services including IVR, call routing, recording, workforce management, and agent desktop technologies.
• Design Genesys Cloud CX solutions and integrations across internal and external applications.

Skills

Genesys Cloud CX

Solution design

API integrations

Stakeholder leadership

Contact center technologies

Job description

Apex Systems is hiring a Senior CCaaS Solution Designer to join the Contact Centre Technology team for a major financial institution in downtown Toronto. The role focuses on end-to-end solution design of large-scale CCaaS platforms, including API integrations, security controls, and regulatory requirements.

You will partner with program managers, engineering, vendors, and business stakeholders to deliver scalable, resilient, and future-ready solutions, while guiding technical decisions and