Senior Systems Engineer (Genesys Cloud & Decagon)

Questrade Financial Group; Toronto; Hybrid; CAD 120,000 - 130,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation, personal and sick days

Competitive compensation and benefits

Hybrid work environment with 3+ days/2

Career growth opportunities

Community involvement

Diverse collaborative team

Job summary

Questrade Financial Group in Canada seeks a Senior Systems Engineer to design, implement, and manage advanced contact center solutions on Decagon and Genesys Cloud. You will lead architecture, performance optimization, and cross‑functional collaboration to deliver scalable, secure systems and improved customer journeys.

The role emphasizes strategic planning, governance, and proactive leadership within a hybrid workplace with flexible in-office days.

Qualifications

• University degree in Computer Science, Information Technology, or equivalent.
• 6-8 years as Business Systems Analyst, BA, or Technical Analyst in financial services.
• 5+ years of large-scale technology implementations.
• 3-5 years gathering operational insights and designing contact center solutions (telephony, IVR).
• Strong knowledge of Genesys Cloud CX, Engage Cloud, and Decagon (Chat AI).
• Good technical understanding of REST/SOAP APIs and cloud (GCP).
• Proficient in workflow design and documentation.
• Experience creating BRD/SRD, epics, backlog items, roadmaps, and related artefacts.
• Excellent interpersonal, verbal and written skills; strong stakeholder interaction.

Responsibilities

• Architect and design complex contact center solutions on Decagon and Genesys Cloud.
• Develop strategic vision for contact centre infrastructure; modernize tech stack.
• Provide technical leadership; collaborate with PMs, product owners, and stakeholders.
• Elicit, define, analyze requirements; convert to user stories and backlog items.
• Monitor and troubleshoot performance; drive improvements to prevent issues.
• Lead contact centre projects with timelines and resources.
• Ensure IT governance, risk, security, and compliance requirements.
• Manage vendor relationships and evaluate technology partners.
• Conduct training sessions for the contact centre team.

Skills

Genesys Cloud CX

Engage Cloud

Decagon (Chat AI)

REST APIs

SOAP APIs

GCP

Workflow design

Stakeholder management

Education

University degree in Computer Science or IT

Tools

Salesforce certification

CSPO/CSM/CBAP/PMP certifications

Job description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Systems Engineer. Could It Be You?

As a Senior Systems Engineer, you will lead the design, implementation, and management of advanced contact center solutions within Decagon (Chat AI) and Genesys Cloud platforms, suite of products and related integrations, ensuring high performance, scalability, and optimal customer experience. This role requires a seasoned professional with deep expertise in contact center technologies, excellent leadership skills, and the ability to drive innovation and improvements within the contact center environment. This role will play a proactive role in improving our customer journeys and agent experience and delivering significant business value through Omni Channel/ CCaaS.

Responsibilities

• System Architecture & Design: Architect and design complex contact center solutions (telephony, agent desktop, IVR, etc.) on Decagon (Chat AI) and Genesys Cloud platforms, ensuring scalability, redundancy, and seamless integration with other enterprise systems.
• Strategic Planning: Develop and implement a strategic vision for the contact centre infrastructure in alignment with organizational goals, and lead initiatives to enhance and modernize the contact centre technology stack.
• Technical Leadership & Collaboration: Provide technical guidance and mentorship to the contact center engineering team; collaborate with Technical Product Managers, Agile Product Owners, and business stakeholders on the product vision and roadmaps. Prepare detailed requirements for internal and external stakeholders on feature upgrades, defect resolution, or other relevant queries to enhance the current system functionalities.
• Requirement Elicitation & Analysis: Consult with multiple business and operations stakeholders to elicit, define, analyze, and document requirements, converting business problems into complete user stories for backlog prioritization.
• Performance Optimization & Troubleshooting: Lead proactive monitoring, advanced troubleshooting, and performance analysis of contact center systems, taking ownership of escalated technical issues and implementing enhancements to prevent recurring issues. Conduct in-depth analysis of contact centre performance metrics and implement optimizations.
• Project Management: Lead contact centre-related projects, managing timelines, resources, and deliverables.
• Governance & Compliance: Prepare and support key technical artifacts to comply with IT Governance, Risk Management, Security, Compliance, and Legal requirements and ensure security measures are put in place to protect sensitive customer data.
• Vendor & Portfolio Management: Help manage relationships with third‑party vendors and evaluate technology partner solutions to ensure optimal delivery.
• Training & Development: conduct training sessions for the contact centre team and other relevant stakeholders, fostering a culture of continuous learning within the team.

Qualities we’re looking for

• Have a University degree in Computer Science, Information Technology, or an equivalent combination of education and practical experience.
• Have 6-8 years of experience working as a Business Systems Analyst, Business Analyst, or Technical Analyst within the financial services industry.
• Have 5+ years of experience in large-scale technology implementations across an organization.
• Have 3-5 years of experience gathering operational insights and designing solutions for contact center technologies (telephony, agent desktop, IVR, etc.).
• Have strong knowledge and expert-level experience with Genesys Cloud CX, Engage Cloud, and Decagon (Chat AI) solutions.
• Have a good technical understanding of working with REST APIs, SOAP APIs, and cloud computing services (specifically GCP).
• Are proficient in workflow design and documentation skills, including: decision diamonds, decision trees, decision tables, state machines.
• Have experience creating and maintaining a variety of artefacts including:
  • User stories, epics and product backlog items
  • Business case, proposal, requirements (BRD, SRD), use cases
  • Conceptual data models, workflow diagrams, solution intents
  • Presentations for senior management, executives or business stakeholders
  • Mock‑ups, prototypes, test scenarios, traceability matrix to validate requirements
  • Product roadmaps, stakeholder matrix, program increment objectives
• Have excellent interpersonal, verbal and written skills and the ability to interact with multiple levels of stakeholders.
• Have excellent time-management and organizational abilities that facilitate structured teamwork.

Additional Kudos If You…

• Have Salesforce experience and related certifications.
• Have certifications in agile methodologies (e.g., CSPO, CSM) or Business Analysis/Project Management (e.g., CBAP, PMP).
• Have knowledge of SDLC, agile delivery, development, coding, testing (QA) methodologies.
• Have knowledge of writing/understanding/interpreting API documentation.

Compensation Information

• Base salary range: $120,000 - $130,000.
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.