Insight Global is seeking a Senior Solution Designer 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.

Lead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementation

Partner directly with business stakeholders and leadership to understand objectives and guide them toward the right technical approach

Translate business needs into transparent, scalable, and supportable contact centre designs

Own solution designs across core contact centre services including: Design and support solutions across Genesys Engage, including Google CCIA (Contact Center AI) integrations and backend systems

Provide architectural input on backend integrations (CRM, analytics platforms, data services, APIs)

Act as a senior design authority, reviewing and influencing technical decisions across programs

Produce clear, well‑structured solution design documentation and present designs to both technical and non‑technical audiences





Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology (Verint or Genesys engage or Genesys cloud or Amazon Connect). Understanding of core contact centre technologies, including: IVR and call routing, Call recording, Quality monitoring, Workforce management, Agent desktop technologies

Experience with third‑party application integrations and API‑based integrations across enterprise systems, including CRM, analytics, and contact centre platforms

Proven experience designing solutions for large‑scale financial or insurance contact centres (10k+ agents)

Senior leadership

Experience delivering AI‑enabled contact centre solutions, including: Conversational AI (voicebots and chatbots)NLU / NLI–based intent recognition and routing

Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to View email address on publisher.sourcingsquare.com.

📌 Solution Architect - Technology Service (Toronto)
🏢 Insight Global
📍 Toronto