Position HighlightsJoin ICBC's innovative and collaborative environment and help shape the future of contact centre experiences through technology, solution architecture and leadership.
As the Solutions Architect Leader, Contact Centre Solutions, you will lead the design and optimization of contact centre solutions, centered on ICBC's Genesys Cloud platform and associated integrated capabilities. You will work closely with business leaders, technology teams and external partners to translate business goals into practical, secure, scalable and sustainable enterprise solutions, aligned with ICBC's strategic priorities.
Key Responsibilities: - Operate as the lead technical architect for a diverse portfolio of strategic Contact Centre initiatives that advance customer experience and operational excellence.
- Provide architecture and technical expertise to guide the Contact Centre technology strategy and develop capability roadmaps, including development of options and recommendations with associated enterprise considerations.
- Collaborate with business leaders and technical subject matter experts to define scope, solution options, estimates and timelines for end-to-end delivery of capabilities and features.
- Provide guidance and oversight to internal teams in designing, configuring, integrating and deploying solutions in alignment with approved standards and practices.
- Proactively identify and resolve issues and risks across the lifecycle, escalating effectively to support timely resolution and achieve success criteria.
- Identify and resolve engagement-related challenges proactively, escalating issues when appropriate.
- Deliver highly effective key messages and presentations to diverse business and technology audiences at all levels.
Position Requirements: - A minimum of five years of relevant professional experience, including demonstrated experience with Genesys Cloud solutions.
- Experience developing a contact centre technology strategy and enterprise capability roadmap.
- Experience designing and integrating contact centre solutions, including AI, automation and emerging capabilities, to deliver seamless end-to-end experiences.
- A bachelor's degree in Computer Science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience).
- Practical knowledge of telephony technologies, including Session Initiation Protocol (SIP) networking and Cisco infrastructure.
- Strong proficiency with Amazon Web Services (AWS) and firsthand experience with application development using APIs, JSON, and JavaScript.
- Demonstrated understanding of industry IT Security best practices, including contact centre solutions.
- Experience leading large-scale, complex technical projects.
- Experience collaborating across multi-disciplinary teams, technology domains and external vendors.
- Strong written and verbal communication, including the ability to effectively present technical concepts to diverse audiences, including business partners and senior management.
- A customer-focused mindset, supported by strong analytical, problem-solving and organizational skills.
- Ability to manage multiple priorities, work independently and contribute effectively within collaborative team environments.
Work arrangement defined- Hybrid 8 - you will work a minimum of 2 days per week at your primary in-office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.
ICBC Head Office RelocationThis role is currently based at our Head Office in North Vancouver and will move to our new Head Office in the VCC-Clark area in Spring/Summer 2027 - ICBC headquarters to relocate to new Vancouver office building | Daily Hive.
BenefitsICBC provides comprehensive benefit coverage to all eligible employees including a defined benefit pension plan and 4 weeks' vacation, plus 3 Wellness Days.
- Health and dental coverage - Three options to choose from
- Employee and Family assistance program (wellness support)
- Basic group life insurance
- Optional group life insurance
- Optional Critical Illness insurance
- Sick leave plan - 100% of pay for a period of a maximum of 8 weeks
- Long term disability plan
- Pension plan - defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.
