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.

Responsibilities

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 clear, scalable, and supportable contact centre designs

Own solution designs across core contact centre services including: Call recording, Workforce management / call force management, Agent desktop, IVR and self‑service

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

Work closely with program managers to ensure purpose traceability and requirements‑to‑function alignment

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

Provide mentorship and guidance to other designers and technology team members

Skills and Requirements

Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology (Verint or Genesys engage or Genesys cloud or Amazon Connect).



Geneys cloud is strongly preferred.

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)

Strong understanding of backend integrations and enterprise system dependencies

Excellent communication and leadership skills, with the ability to engage confidently with

Business stakeholders

Senior leadership

Technology and delivery teams

Demonstrated ability to

Take loosely defined business ideas (“we want to do this”)

Ask the right questions

Guide stakeholders toward the right solution

Highly self‑sufficient, mature, and comfortable operating in complex enterprise environments

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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. 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 [email protected].

📌 CCaaS Solution Designer (Winnipeg)
🏢 Insight Global
📍 Winnipeg