Full Job Description
We are looking for a **Genesys Cloud CX Solution Designer** to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem.
You will own end-to-end technical solution design across a large-scale enterprise contact centre platform in a highly regulated environment. Acting as a trusted technical leader, you will partner with program managers, engineering teams, vendors and business stakeholders to create scalable, resilient, secure and future-ready solutions, covering integrations with APIs, internal applications, external platforms, data services, security controls and regulatory requirements.
This role requires practical, hands-on implementation expertise, not simply familiarity with contact centre tools.
**Working Model:** This is a hybrid role requiring 2 days per week in a downtown Toronto office.
**Responsibilities:**
- Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
- Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
- Translate business needs into clear, scalable, secure and supportable contact centre designs.
- Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
- Design Genesys Cloud CX solutions and integrations across internal and external applications.
- Define how Genesys Cloud CX APIs are consumed, and how the platform consumes APIs exposed by other enterprise systems.
- Provide architectural direction for integrations involving CRM, analytics platforms, data services and middleware.
- Build security, privacy, risk and regulatory compliance requirements into solution designs.
- Work closely with delivery partners and vendors to oversee implementation and keep it aligned with the approved design.
- Act as a senior design authority, reviewing and influencing technical decisions across programs.
- Maintain traceability between business objectives, requirements, solution components and delivered functionality.
- Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.
**Qualifications**
- 5+ years of experience in solution design or solution architecture for contact centre technology; hands-on Genesys Cloud CX experience is strongly preferred.
- Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management and agent desktop solutions.
- Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications and external platforms.
- Strong understanding of backend integrations, enterprise dependencies, security and regulatory compliance in complex environments.
- Proven ability to translate business requirements into scalable, resilient, secure and supportable solution designs.
- Ability to take loosely defined business ideas, ask the right questions and guide stakeholders toward an effective technical solution.
- Strong delivery track record, carrying solutions from early design through implementation.
- Highly self-sufficient and mature, comfortable operating in complex enterprise environments.
- Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.
**Nice to have:**
- Experience designing solutions for large-scale contact centres in banking, financial services, insurance or another highly regulated institution.
- Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chatbots and intent-based routing.
- Experience with Google integrations or other cloud-based AI services in a contact centre environment.
**Additional Information**
**We offer:**
- **Culture of Relentless Performance:** join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- **Competitive Pay and Benefits:** enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- **Work From Anywhere Culture:** make the most of the flexibility that comes with remote work.
- **Growth Mindset**: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- **Global Impact:** collaborate on impactful projects for top global clients and shape the future of industries.
- **Welcoming Multicultural Environment:** be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- **Social Sustainability Values:** join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
