Senior Solution Architect - Contact Center Solutions

Insight Global; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

Insight Global is seeking Senior Solution Designers to join the Contact Centre Technology Team at a large financial institution in downtown Toronto. You will lead end-to-end solution design for enterprise contact centre platforms supporting 10,000+ agents in a regulated environment.

You will partner with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient solutions and provide architectural guidance across CRM, analytics, and data services.

Qualifications

• Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology (Verint or Genesys engage or Genesys cloud or Amazon Connect).
• Understanding of core contact centre technologies, including IVR and call routing, call recording, quality monitoring, workforce management, and 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, and technology/delivery teams.
• Demonstrated ability to take loosely defined business ideas, ask the right questions, and 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 and NLU/NLI-based intent recognition and routing.

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 towards 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, 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, reviewing and influencing technical decisions across programs.
• Work with program managers to ensure 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

Solution design

Solution architecture

Contact centre tech

Genesys Engage

Genesys Cloud

Verint

Amazon Connect

Stakeholder leadership

AI-enabled contact centre

Job description

Insight Global is seeking Senior Solution Designers to join the Contact Centre Technology Team at a large financial institution in downtown Toronto. You will lead end-to-end solution design for enterprise contact centre platforms supporting 10,000+ agents in a regulated environment.

You will partner with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient solutions and provide architectural guidance across CRM, analytics, and data services.