Solutions Architect - CCaaS

Scotiabank; Toronto; On-site; CAD 100,000 - 140,000; Full time

Job summary

A leading company in financial services is seeking a Solutions Architect to spearhead the design and implementation of innovative CCaaS solutions. The candidate will enhance customer experiences by utilizing cutting-edge technologies while collaborating with cross-functional teams to drive project success. This role offers opportunities for professional growth in a dynamic and inclusive environment.

Benefits

Diversity and Inclusion initiatives

Upskilling opportunities and tuition assistance

Flexible vacation and competitive rewards

Dynamic workspace with amenities

Community engagement programs

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Proven experience as a Solutions Architect with CCaaS focus.
• Experience with multi-channel and omnichannel contact center solutions.

Responsibilities

• Lead the design and architecture of CCaaS solutions.
• Collaborate with teams to develop comprehensive solution designs.
• Evaluate and select appropriate CCaaS platforms.

Skills

Analytical skills

Problem-solving skills

Communication skills

Stakeholder collaboration

Education

Bachelor's degree in Computer Science

Certifications in CCaaS technologies

Tools

Genesys Cloud

Amazon Connect

NICE inContact

Job description

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Requisition ID: 227009

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

Job Summary:

We are seeking a highly skilled Solutions Architect to lead the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have extensive experience in architecting and deploying CCaaS solutions, focusing on enhancing customer and agent experiences through innovative technology.

Key Responsibilities:

• Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements.
• Collaborate with cross-functional teams to gather requirements and develop comprehensive solution designs.
• Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud.
• Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans.
• Provide technical leadership during implementation, ensuring adherence to standards and best practices.
• Review and optimize CCaaS solutions regularly.
• Stay updated on industry trends and emerging technologies in CCaaS, recommending innovative solutions.
• Ensure scalability, reliability, and security of the CCaaS solution.
• Lead the integration of AI technologies, such as NLP, machine learning, speech analytics, and AI-driven insights, to enhance customer interactions and agent productivity.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience as a Solutions Architect with a focus on CCaaS solutions.
• Strong knowledge of CCaaS platforms like Genesys Cloud, and integration with enterprise systems.
• Understanding of cloud computing principles and architectures.
• Experience with multi-channel and omnichannel contact center solutions.
• Analytical and problem-solving skills to translate business needs into technical solutions.
• Excellent communication and stakeholder collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred: Experience with other CCaaS platforms like Amazon Connect or NICE inContact.
• Preferred: Certifications in CCaaS technologies or cloud platforms.
• Preferred: Knowledge of CRM systems integration.
• Preferred: Experience with agile methodologies and project management tools.
• Experience with AI integration, NLP, machine learning, speech analytics, and AI-driven insights.

What’s in it for you?

• Diversity, Equity, Inclusion & Allyship initiatives and Employee Resource Groups.
• Accessibility and workplace accommodations.
• Upskilling opportunities, online courses, and tuition assistance.
• Competitive rewards, including bonuses, flexible vacation, and benefits.
• Dynamic workspace with amenities and collaboration spaces.
• Community engagement programs.

Location: Ontario, Scarborough/Toronto, Canada

Scotiabank is committed to an inclusive environment. If accommodations are needed during recruitment, please inform our Recruitment team. Only applicants applying online will be considered. We thank all applicants; only those selected for an interview will be contacted.