Job Summary We are seeking a highly skilled Solution Engineer to design and implement Contact Centre as a Service (CCaaS) solutions, focusing on enhancing customer and agent experiences through innovative technology. 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 to gather requirements and develop comprehensive solution designs. Evaluate and select appropriate CCaaS platforms and technologies. Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans. Provide technical leadership and guidance to development teams during implementation, 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. Ensure scalability, reliability, and security of the CCaaS solution, addressing technical challenges. Act as a subject‑matter expert for the integration of AI technologies to enhance customer interactions and agent productivity, including 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 focused on CCaaS solutions. Strong knowledge of CCaaS platforms such as Genesys Cloud and their integration with other enterprise systems. Excellent understanding of cloud computing principles and architectures. Experience designing and implementing multi‑channel and omnichannel contact centre solutions. Strong analytical and problem‑solving skills, with the ability to translate business requirements into technical solutions. Excellent communication and interpersonal skills, collaborating effectively with stakeholders at all levels. Ability to work in a fast‑paced, dynamic environment and manage multiple priorities. Preferred: Experience with other CCaaS platforms such as Amazon Connect or NICE inContact. Preferred: Certifications in relevant CCaaS technologies or cloud platforms. Preferred: Knowledge of CRM systems and their integration with CCaaS solutions. Preferred: Experience with agile development methodologies and project management tools. Preferred: Experience in integrating AI technologies into CCaaS solutions to enhance customer interactions and agent productivity. Preferred: Proficiency in implementing NLP for automated customer service solutions, such as chatbots and virtual assistants. Preferred: Knowledge of machine learning techniques for predictive analytics. Preferred: Experience with speech recognition and analytics to monitor and improve call quality. Preferred: Ability to leverage AI for actionable insights and continuous improvement. Preferred: Expertise in using AI for automating routine tasks and processes. Preferred: Proficiency in AI‑driven sentiment analysis. Preferred: Understanding of ethical considerations and best practices in deploying AI solutions. Benefits and Work Environment Diversity, Equity, Inclusion & Allyship: inclusive culture, Employee Resource Groups. Accessibility and Workplace Accommodations. Upskilling through online courses, cross‑functional development opportunities, and tuition assistance. Competitive rewards program including bonus, flexible vacation, personal and sick days, and benefits starting day one. Dynamic ecosystem: free tea & coffee, universal washrooms, and collaboration spaces. Community engagement and belonging through various programs. Location: Canada, Ontario – Scarborough or Toronto. #J-18808-Ljbffr