CCaaS Solution Designer/ TLApply**Job#: 3056307****Job Description:**CCaaS Solution Designer**Client:** Big 5 Bank**Location:** Hybrid, 1–2 days/ week in downtown Toronto, Ontario**Term:** 12-month contract with a strong possibility of extension**Hours:** 37.5 hours/ week, Monday to Friday, 9:00 a.m.–Required Qualifications· Senior-level experience in solution design or solution architecture within contact centre technology, with strong preference for hands-on Genesys Cloud CX experience.· Robust 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, external platforms, and contact centre technologies.· Experience designing solutions for large-scale financial services, banking, or insurance contact centres is preferred.· Strong understanding of backend integrations, enterprise dependencies, security, and regulatory compliance within complex environments.· Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.Core Capabilities· Ability to take loosely defined business ideas, ask the right questions, and guide stakeholders toward an effective technical solution.· Strong delivery experience, with the ability to carry a solution from early design through implementation.Nice-to-Have Qualifications· 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 within a contact centre environment.· Job DescriptionApex is seeking a Senior CCaaS Solution Designer to join the Contact Centre Technology team at a large financial institution in downtown Toronto.This role is responsible for end-to-end technical solution design across large-scale enterprise contact centre platforms within a highly regulated environment. The successful candidate will act as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to create scalable, resilient, secure, and future-ready solutions.The Solution Designer must be able to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem. This includes integrations with APIs, internal applications, external platforms, data services, security controls, and regulatory requirements. The role requires practical implementation expertise, not simply familiarity with contact centre tools.Key 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 appropriate technical approach.· Translate business needs into clear, scalable, secure, and supportable contact centre designs.· Provide architectural direction for integrations involving CRM, analytics platforms, data services, middleware, and APIs.· Incorporate security, privacy, risk, and regulatory compliance requirements into solution designs.· Work closely with delivery partners and vendors to oversee implementation and ensure alignment with the approved design.· Act as a senior design authority by reviewing and influencing technical decisions across programs.· Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.For this new position, the estimated hourly range is provided below as a guideline; Role Type:** Current opening· **Location:** Ontario· **Hourly Range:** *Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Everforth Apex Benefits Overview:** In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.***Employee Type:** Contract**Location:** Toronto, ON, CA**Job Type:** Digital Experience and Content Strategy**Date Posted:** October 18, 2026**Pay Range:** $80 - $82 per hour

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📌 Solutions Architect - Information Security (Toronto)
🏢 Apex Systems
📍 Toronto