Lead Contact Center AI architecture and delivery at Definity through generative AI, cloud platforms, and hybrid collaboration across teams. Shape scalable customer experience solutions supporting insurance operations and digital engagement. As a senior hands-on technology leader, you will define strategy, architecture, and delivery for AI-powered contact center capabilities. Your work spans conversational AI, intelligent automation, Google Cloud Platform, APIs, CRM integrations, and omnichannel engagement. You will support Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline. Key Responsibilities:

Lead AI-powered voice, chat, and digital contact center solutions Architect generative AI capabilities for automation and customer experiences Develop technical designs, documentation,



and enterprise CCaaS solutions Translate business requirements into secure, resilient technology solutions Lead delivery, troubleshooting, root cause analysis, and continuous improvement Requirements:

Bachelor’s or Master’s degree in a related field Seven-plus years designing enterprise customer experience solutions Two-plus years implementing AI-powered solutions Experience with cloud platforms, APIs, CRM, and omnichannel engagement Knowledge of GCP, Java, Python, Node.js, microservices, and CI/CD Bring technical leadership, generative AI expertise, and cloud-native architecture skills to Definity’s strategic Contact Center AI platform.

📌 Contact Center AI Technical Lead (Mississauga)
🏢 08763 Citi Canada Technology Services ULC
📍 Mississauga