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Solution Engineer
Full-time
Scotiabank is seeking a Solution Engineer to design and implement Contact Centre as a Service (CCaaS) solutions, with a strong focus on enhancing customer and agent experiences through innovative technology.
In This Role You Will
Design and architect CCaaS and other contact centre solutions aligned with business objectives.
Evaluate and select CCaaS platforms such as Genesys Cloud and design multi-channel, omnichannel solutions.
Provide technical leadership to development teams and maintain architectural documentation and integration plans.
Act as subject matter expert for integrating AI technologies, including NLP, machine learning, speech analytics, and AI-driven insights, to enhance customer interactions and agent productivity.
Ensure scalability, reliability, and security of the CCaaS solution.
Skills
Bachelor's degree in Computer Science, Information Technology, or related field.
Proven experience as a Solution Engineer focused on CCaaS solutions and platforms like Genesys Cloud, Amazon Connect, or NICE inContact.
Experience integrating AI into CCaaS, including NLP for chatbots and virtual assistants, speech analytics, sentiment analysis, and automation.
Strong analytical, problem-solving, and stakeholder communication skills.
