The Opportunity

The Contact Center AI Platform Technical Lead is a hands‑on technical leader responsible for designing and delivering comprehensive solutions for various contact centers AI platforms at Definity.

This role will lead the solution delivery of CCaaS platform, Google AI applications that complement contact center operations, and other supporting contact center platforms such as workforce management and quality monitoring platforms. As a senior technical expert, you will provide hands‑on guidance to the development team, set solution standards, and ensure that platform capabilities align with both business and technology strategies. In addition, the role will allow you to drive innovation by conducting proof of concepts (POCs) on new technologies.

What to Expect

- Design and implement voice, chat and other digital contact center solutions.
- Design and implement generative AI solutions that bring automation and efficiencies to contact center.
- Plan, document, and support the configuration of contact center supporting solutions.
- Identify opportunities using CCaaS changes, generative AI or automation to improve call center metrics, such as handle time, wait times, and containment.
- Lead the integration design efforts for GenAI solutions for contact center.
- Serve as a hands‑on technical lead in designing and implementing complex contact center solutions.
- Mentor and guide the development team, promoting a collaborative, hands‑on technical culture.
- Engage with various business and technology stakeholders to translate complex business requirements into scalable solutions.
- Oversee the delivery of complex contact center solutions from concept through implementation, ensuring high‑quality, scalable, and secure solutions.

What You Bring

- Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.




- 7+ years’ experience working with an enterprise‑level Contact Center platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys.
- Experience with CTI integration with Salesforce or other commercially available CRM systems.
- Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform.
- Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such as Google Dialogflow or Amazon Lex.
- Robust understanding of ways to integrate PCI compliance in contact center use cases.
- Strong proficiency in Java, Python and Node.js for backend service integration with CCaaS or AI applications.
- Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services.

Benefits

- Company share ownership program
- Incentive Program – Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
- Pension and savings programs, with company‑matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

Salary Range : $108,700–$158,700

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

The role requires successful clearance of background checks (including criminal checks and leadership references).

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting

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📌 Contact Center AI Platform-Tech Lead (Toronto)
🏢 Definity Financial
📍 Toronto