Scotiabank

Solution Engineer

Scotiabank • $80K — $110K *
Scarborough, ON M1B 0A1In-Person
Telecommunications & Hardware
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Proven experience as a Solution Engineer specifically for CCaaS solutions
  • Strong knowledge of CCaaS platforms, especially Genesys Cloud
  • Understanding of cloud computing architecture
  • Experience with multi-channel and omnichannel contact center solutions
  • Strong analytical skills to translate business needs into solutions
  • Excellent communication and collaboration abilities with stakeholders

Responsibilities

  • Design and architect CCaaS solutions aligned with business objectives
  • Collaborate with cross-functional teams to gather requirements
  • Evaluate and select CCaaS platforms such as Genesys Cloud
  • Maintain architectural documentation including design documents and plans
  • Provide technical leadership during implementation to ensure standards compliance
  • Conduct reviews of CCaaS solutions for optimization
  • Stay updated with CCaaS industry trends and emerging technologies
  • Integrate AI tools into the Contact Centre for improved customer interactions

Benefits

  • Commitment to diversity, equity, inclusion, and allyship
  • Accessibility and workplace accommodations for all employees
  • Upskilling opportunities through online courses and tuition assistance
  • Competitive rewards program with flexible vacation and benefits from day one
  • Collaborative workspace with complimentary refreshments
  • Opportunities for community engagement through various programs
Full Job Description
Requisition ID: 267409

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.

Is this role right for you? In this role you will:

  • 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.


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • 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 other CCaaS platforms, preferably Genesys or such as Amazon Connect or NICE inContact.
  • Preferred Qualifications: Certification in relevant CCaaS technologies or cloud platforms.
  • Preferred Qualifications: Knowledge of customer relationship management (CRM) systems and their integration with CCaaS solutions.
  • Preferred Qualifications: Experience with agile development methodologies and project management tools.
  • 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.


What's in it for you?

  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
  • Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
  • Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!


Location(s): Canada : Ontario : Toronto || Canada : Ontario : Scarborough

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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