Job Description Insight Global is seeking Senior Solution Designers to join the Contact Centre Technology Team at a large financial institution in downtown Toronto.This role will be responsible for end‑to‑end technical solution design across large‑scale, enterprise contact centre platforms supporting 10,000+ agents in a highly regulated environment. The successful candidate will operate as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient, and future‑ready contact centre solutions.ResponsibilitiesLead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementationPartner directly with business stakeholders and leadership to understand objectives and guide them toward the right technical approachTranslate business needs into clear, scalable, and supportable contact centre designsOwn solution designs across core contact centre services including:Call recordingWorkforce management / call force managementAgent desktopIVR and self‑serviceDesign and support solutions across Genesys Engage, including Google CCIA (Contact Center AI) integrations and backend systemsProvide architectural input on backend integrations (CRM, analytics platforms, data services, APIs)Act as a senior design authority, reviewing and influencing technical decisions across programsWork closely with program managers to ensure purpose traceability and requirements‑to‑function alignmentProduce clear, well‑structured solution design documentation and present designs to both technical and non‑technical audiencesProvide mentorship and guidance to other designers and technology team membersWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and RequirementsSenior‑level experience in Solution Design or Solution Architecture within Contact Centre TechnologyStrong hands‑on experience with Genesys Engage, including integrations and mid‑legacy on‑prem environmentsExperience integrating Google CCIA (Contact Center AI) or similar AI/NLU platforms with contact centre solutionsDeep understanding of core contact centre technologies, including:IVR and call routingCall recordingQuality monitoringWorkforce managementAgent desktop technologiesProven experience designing solutions for large‑scale financial or insurance contact centres (10k+ agents)Strong understanding of backend integrations and enterprise system dependenciesExcellent communication and leadership skills, with the ability to engage confidently with:Business stakeholdersSenior leadershipTechnology and delivery teamsDemonstrated ability to:Take loosely defined business ideas (“we want to do this”)Ask the right questionsGuide stakeholders toward the right solutionHighly self‑sufficient, mature, and comfortable operating in complex enterprise environments Experience delivering AI‑enabled contact centre solutions, including:Conversational AI (voicebots and chatbots)NLU / NLI–based intent recognition and routing#J-18808-Ljbffr