Senior Solution Designers

About

Insight Global is seeking Senior Solution Designers 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 environment. 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

• 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
• Strong hands‑on experience with Genesys Engage, including integrations and mid‑legacy on‑prem environments
• Experience integrating Google CCIA (Contact Center AI) or similar AI/NLU platforms with contact centre solutions
• Deep understanding of core contact centre technologies, including:
  • IVR and call routing
  • Call recording
  • Quality monitoring
  • Workforce management
  • Agent desktop technologies
• 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

Nice to Have Skills and Experience

Experience delivering AI‑enabled contact centre solutions, including:

• Conversational AI (voicebots and chatbots)
• NLU / NLI–based intent recognition and routing