Lead Contact Center AI architecture at Definity through hybrid work, applying generative AI and cloud-native design across customer experience solutions.This senior hands-on technology leader defines strategy, architecture, and delivery for AI-powered voice, chat, and digital contact center solutions. You will guide multidisciplinary teams while partnering with stakeholders, architects, engineers, and vendors. The work supports Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline.Key Responsibilities: Lead AI-powered voice, chat, and digital solution deliveryArchitect generative AI capabilities for automation and customer experiencesDevelop Saa S and CCaa S designs, documentation, and integrationsLead proof-of-concept initiatives and technology evaluationsProvide mentorship,



troubleshooting, and operational excellence leadershipRequirements: Bachelor’s or Master’s degree in a related fieldSeven-plus years designing enterprise customer experience solutionsTwo-plus years implementing conversational or generative AI solutionsExperience with cloud platforms, APIs, CRM, and omnichannel engagementGoogle Cloud Platform and up-to-date programming language expertiseShape Definity’s Contact Center AI platform using generative AI, enterprise integrations, cloud architecture, and technical leadership.#J-18808-Ljbffr

📌 Contact Center Ai Technical Lead (Toronto)
🏢 Definity
📍 Toronto