Solution Engineer - CCaaS

Scotiabank; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading financial institution is seeking a skilled Solution Engineer to design and implement innovative Contact Centre as a Service (CCaaS) solutions that enhance customer and agent experiences. This role requires collaboration with cross-functional teams and expertise in integrating advanced AI technologies and cloud computing principles.

Benefits

Inclusive culture promoting diversity, equity, and inclusion.

Accessible and accommodating work environment.

Upskilling opportunities and competitive rewards.

Engaging workplace amenities and community programs.

Qualifications

• Experience as a Solution Engineer with CCaaS solutions.
• Knowledge of CCaaS platforms and their integration.
• Preferred: Experience with AI technologies such as NLP and machine learning.

Responsibilities

• Design and architect CCaaS solutions aligned with business and technical requirements.
• Collaborate with teams to gather requirements and develop solutions.
• Provide technical guidance ensuring standards are met.

Skills

Analytical skills

Problem-solving skills

Communication skills

Multi-channel contact center solutions

Understanding of cloud computing principles

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.
• Excellent communication 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:

Canada: Ontario: Scarborough, Toronto

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.