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Solution Architect (CCaaS)
Full-time
Scotiabank is seeking a highly skilled Solutions Architect to lead the design and implementation of Contact Centre as a Service (CCaaS) solutions, with a strong focus on enhancing customer and agent experiences through innovative technology and AI integration.
Responsibilities
Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements.
Collaborate with cross-functional teams to gather requirements and develop comprehensive solution designs.
Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud.
Provide technical leadership and guidance to development teams during implementation.
Lead the integration of AI technologies to enhance customer interactions and agent productivity, including NLP, machine learning, speech analytics, and AI-driven insights.
Implement NLP for automated customer service solutions such as chatbots and virtual assistants.
Leverage AI to generate actionable insights from customer interactions and drive continuous improvement.
Use AI for automating routine contact center tasks and processes to increase efficiency.
Requirements
Proven experience as a Solutions Architect with a focus on CCaaS solutions.
Strong knowledge of CCaaS platforms (Genesys Cloud) and their integration with enterprise systems.
Excellent understanding of cloud computing principles and architectures.
Experience with multi-channel and omnichannel contact center solutions.
AI Integration experience: NLP, machine learning, speech analytics, sentiment analysis, and automation in customer service environments.
