Solution Engineer - CCaaS

Scotiabank; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading company in banking is seeking a skilled Solution Engineer to design and implement Contact Centre as a Service (CCaaS) solutions. The role involves collaborating with cross-functional teams and maintaining architectural documentation to enhance customer and agent experiences through innovative technology.

Benefits

Inclusive culture promoting diversity

Upskilling opportunities and competitive rewards

Engaging workplace amenities

Qualifications

• Experience as a Solution Engineer with CCaaS solutions.
• Understanding of cloud computing principles.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Design and architect CCaaS and contact centre solutions aligned with requirements.
• Collaborate with cross-functional teams to gather requirements.
• Provide technical guidance during implementation.

Skills

Analytical skills

Problem-solving

Knowledge of CCaaS platforms

Integration skills

Education

Bachelor's degree in Computer Science

Tools

Genesys Cloud

Amazon Connect

NICE inContact

Job description

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Requisition ID : 227010

Join a purpose-driven, high-performing team committed to results in an inclusive culture.

Job Summary :

We are seeking a skilled Solution Engineer to design and implement Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have expertise in architecting and deploying CCaaS solutions, focusing on improving customer and agent experiences through innovative technology.

Responsibilities :

• Design and architect CCaaS and contact centre solutions aligned with business and technical requirements.
• Collaborate with cross-functional teams to gather requirements and develop solution designs.
• Evaluate and select CCaaS platforms like Genesys Cloud.
• Maintain architectural documentation and integration plans.
• Provide technical guidance during implementation, ensuring standards are met.
• Review and optimize CCaaS solutions regularly.
• Stay updated on industry trends and recommend innovative solutions.
• Ensure scalability, reliability, and security of CCaaS solutions.
• Integrate AI tools to enhance customer interactions and agent productivity, including NLP, machine learning, speech analytics, and AI insights.

Qualifications :

• Bachelor's degree in Computer Science, IT, or related field.
• Experience as a Solution Engineer with CCaaS solutions.
• Knowledge of CCaaS platforms like Genesys Cloud and their integration.
• Understanding of cloud computing principles.
• Experience with multi-channel contact center solutions.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred : Experience with other CCaaS platforms (Amazon Connect, NICE inContact), certifications, CRM integration, agile methodologies, and AI technologies such as NLP, machine learning, speech analytics, and sentiment analysis.

Benefits :

• Inclusive culture promoting diversity, equity, and inclusion.
• Accessible and accommodating work environment.
• Upskilling opportunities, competitive rewards, and benefits.
• Engaging workplace amenities and community programs.

Location :

Scotiabank is committed to diversity and inclusion. If accommodations are needed during recruitment, please inform our team. Candidates must apply online. Only shortlisted candidates will be contacted.