Shape Definity’s generative AI contact center strategy through hybrid work, combining cloud architecture, automation, and conversational technologies. As a senior hands-on Technical Lead, you will architect scalable, secure, and resilient customer experience solutions. The position connects business requirements with enterprise SaaS and CCaaS delivery, including routing, scripting, recording, and CRM integrations. You will collaborate with AI, data engineering, and cross-functional teams. Key Responsibilities:

Translate business requirements into secure technical solutions Integrate generative AI, automation,



and conversational capabilities Deliver real-time integrations and event-driven architectures Evaluate emerging technologies through proof-of-concept initiatives Promote engineering practices through leadership and mentorship Requirements:

Seven-plus years delivering enterprise contact center solutions Two-plus years developing AI-powered customer experience solutions Robust cloud, enterprise integration, API, and CRM experience Experience with Google CCAI, GECX, Five9, Genesys, or equivalent Knowledge of REST APIs, microservices, DevOps, and AI governance Bring generative AI architecture, cloud integrations, and technical leadership to Definity’s evolving contact center ecosystem.

📌 Generative AI Contact Center Architect (Toronto)
🏢 Definity
📍 Toronto