Solutions Engineer (CCaaS)

Dawninfotek; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Dawn InfoTek Inc. is seeking a Solutions Engineer for CCaaS to join our team for a major bank client. The role focuses on designing, architecting, and deploying CCaaS solutions with emphasis on customer and agent experiences through AI-enabled technologies.

The candidate will lead cross-functional efforts, evaluate CCaaS platforms, and ensure scalable, secure deployments while staying ahead of industry trends. Hybrid work arrangement with in-office presence is offered.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Proven experience as a Solution Engineer focusing on CCaaS solutions.
• Strong knowledge of CCaaS platforms such as Genesys Cloud and their integration with enterprise systems.
• Solid understanding of cloud computing principles and architectures.
• Experience designing multi-channel/omnichannel contact center solutions.
• Strong analytical and problem-solving skills; ability to translate requirements into technical designs.
• Excellent communication and stakeholder collaboration skills.

Responsibilities

• Design and architect CCaaS solutions aligned with business objectives and requirements.
• Collaborate with business lines, IT, and other teams to gather requirements and create solution designs.
• Evaluate and select suitable CCaaS platforms and technologies (e.g., Genesys Cloud).
• Develop and maintain architectural documentation and integration plans.
• Provide technical leadership to development teams during implementation.
• Conduct regular reviews to identify improvements and optimization opportunities.
• Stay updated on CCaaS trends and emerging technologies; propose innovative solutions.
• Ensure scalability, reliability, and security of CCaaS deployments; address technical challenges.
• Lead AI tool integration within CCaaS to enhance customer interactions and agent productivity.

Skills

CCaaS

Genesys Cloud

Cloud computing

Omnichannel

Analytical skills

Communication

Agile

Cross-functional collaboration

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Genesys Cloud

Amazon Connect

NICE inContact

Job description

Solutions Engineer (CCaaS)

Dawn InfoTekInc. is a professional IT consulting team that partners with major financial institutions, investment firms and government sectors. We have been dedicated to delivering cutting-edge consulting services and recruiting all levels of IT positions for our clients.

We are currently seeking competent individuals to fulfill the role ofSolutions Engineer for CCaaSto join our dynamic team for our client, one of themajor banks.

Hybrid:2 days in-office

Contract Duration:6 months with extension

Job Summary:

We are seeking a highly skilled Solution Engineer to join our team and contribute with the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have subject matter expertise in architecting and deploying CCaaS solutions, with a strong focus on enhancing customer and agent experiences through innovative technology.

Key Responsibilities:

• Participate in the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements.
• Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs.
• Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organization's needs.
• Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans.
• Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices.
• Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization.
• Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience.
• Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise.
• Implement AI tools in the Contact Centre:Act as a subject matter expert for the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Solution Engineer, with a focus on Contact Centre as a Service (CCaaS) solutions.
• Strong knowledge of CCaaS platforms and technologies, such as Genesys Cloud, and their integration with other enterprise systems.
• Excellent understanding of cloud computing principles and architectures.
• Experience with designing and implementing multi-channel and omnichannel contact center solutions.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Qualifications:

• Experience with otherCCaaSplatforms, preferablyGenesysor such asAmazon ConnectorNICE inContact.
• Certificationin relevantCCaaStechnologies orcloudplatforms.
• Knowledge of customer relationship management (c) systems and theirintegrationwithCCaaSsolutions.
• Experience with agile development methodologies and project management tools.

Additional Skills Related to AI in a Contact Centre CCaaS Environment:

• AI Integration:Experience in integrating AI technologies into CCaaS solutions to enhance customer interactions and agent productivity.
• Natural Language Processing (NLP):Proficiency in implementing NLP for automated customer service solutions, such as chatbots and virtual assistants.
• Machine Learning:Knowledge of machine learning techniques to analyze customer data and improve service delivery through predictive analytics.
• Speech Analytics:Experience with speech recognition and analytics to monitor and improve call quality and customer satisfaction.
• AI-Driven Insights:Ability to leverage AI to generate actionable insights from customer interactions and drive continuous improvement.
• Automation:Expertise in using AI for automating routine tasks and processes within the contact center to increase efficiency and reduce operational costs.
• Sentiment Analysis:Proficiency in using AI to analyze customer sentiment and tailor responses to improve customer experience.
• AI Ethics:Understanding of ethical considerations and best practices in deploying AI solutions in customer service environments.