City : Toronto

Category : PERMANENT FULLTIME

Industry : Insurance

Employer : Definity

The opportunity 

The Contact Center AI Platform Technical Lead is a hands-on technical leader responsible for designing and delivering comprehensive solutions for various contact centers AI platforms at Definity. 

This role will lead the solution delivery of CCaaS platform, Google AI applications that compliment contact center operations, and other supporting contact center platforms such as workforce management, and quality monitoring platforms. As a senior technical expert, you will provide hands-on guidance to the development team, set solution standards, and ensure that platform capabilities align with both business and technology strategies. In addition, the role will allow you to drive innovation by conducting proof of concepts (POCs) on new technologies.

What to Expect

• Design and implement voice, chat and other digital contact center solutions.
• Design and implement generative AI solution that bring automation and efficiencies to contact center
• Plan, document, and support the configuration of contact center supporting solutions
• Identify opportunities using CCaaS changes, Generative AI or automation to improve call center metrics, such as handle time, wait times, and containment.
• Lead the integration design efforts for GenAI solutions for contact center. 
• Serve as a hands-on technical lead in designing and implementing complex contact center solutions. 
• Mentor and guide the development team, promoting a collaborative, hands-on technical culture.
• Engage with various business and technology stakeholders to translate complex business requirements into scalable solutions.
• Oversee the delivery of complex contact center solutions from concept through implementation, ensuring high-quality, scalable, and secure solutions.

What you Bring

• Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• 7+ years’ experience working with an enterprise level Contact Center as a platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys.
• Experience with CTI integration with Salesforce or other commercially available CRM systems
• Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform.
• Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such Google Dialogflow or Amazon Lex. 
• Strong understanding in ways to integrate PCI compliance in contact center use cases. 
• Strong proficiency in Java, Python and Node.js for backend service integration with CCaaS or AI applications.
• Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services.

Salary Range: $108,700-$158,700