Lead Definity’s cloud-native Contact Center AI platform through hybrid work, using Google Cloud Platform, APIs, and omnichannel technologies. This senior technology leader oversees end-to-end delivery across Definity’s contact centre ecosystem. You will support AI-powered experiences for Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline. The work includes platform strategy, technical designs, secure integrations, and collaboration with business and engineering partners. Key Responsibilities:

Define platform strategy, architecture, and delivery direction Design resilient cloud-native omnichannel contact center solutions Integrate routing, scripting, recording, and CRM capabilities Lead complex initiatives, troubleshooting,



and root cause analysis Provide subject matter expertise across multidisciplinary teams Requirements:

Computer Science, Information Systems, or related degree Seven-plus years designing enterprise-scale engagement solutions Hands-on Google Cloud Platform and cloud-native architecture experience Programming experience with Java, Python, or Node.js Understanding of security, CI/CD, integrations, and regulated environments Apply cloud-native architecture, Google Cloud expertise, and AI leadership to deliver secure omnichannel experiences at Definity.

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📌 Cloud Contact Center AI Lead (Toronto)
🏢 Definity
📍 Toronto