JOB DESCRIPTION
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 setting. 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 include the below: -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 clear,



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 REQUIRED SKILLS AND EXPERIENCE -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 “ Artificial intelligence tools are used to assist in screening and assessing applicants for this position." This role is vacant for a new opening This role is looking to pay $80/hr

📌 Solution Designer (Toronto)
🏢 Insight Global
📍 Toronto