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AI Engineer Cloud Computing

Solution Architect; CCaaS

Job in Scarborough, Ontario, Canada
Listing for: Scotiabank
Full Time position
Listed on 2026-01-21
Job specializations:
  • IT/Tech
    AI Engineer, Cloud Computing
Job Description & How to Apply Below
Position: Solution Architect (CCaaS)

Is this role right for you?

In this role you will:
  • 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, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs.
  • Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organization's needs.
  • Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans.
  • Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices.
  • Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization.
  • Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience.
  • Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise.
  • Implement AI tools in the Contact Centre:
    Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights.

    • Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience as a Solutions Architect, with a focus on Contact Centre as a Service (CCaaS) solutions.
  • Strong knowledge of CCaaS platforms and technologies, such as Genesys Cloud, and their integration with other enterprise systems.
  • Excellent understanding of cloud computing principles and architectures.
  • Experience with designing and implementing multi-channel and omnichannel contact center solutions.
  • Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Preferred Qualifications:

    Experience with other CCaaS platforms, preferably Genesys or such as Amazon Connect or NICE in Contact.
  • Preferred Qualifications:

    Certification in relevant CCaaS technologies or cloud platforms.
  • Preferred Qualifications:

    Knowledge of customer relationship management (CRM) systems and their integration with CCaaS solutions.
  • Preferred Qualifications:

    Experience with agile development methodologies and project management tools.
  • AI Integration:
    Experience in integrating AI technologies into CCaaS solutions to enhance customer interactions and agent productivity.
  • Natural Language Processing (NLP):
    Proficiency in implementing NLP for automated customer service solutions, such as chatbots and virtual assistants.
  • Machine Learning:
    Knowledge of machine learning techniques to analyze customer data and improve service delivery through predictive analytics.
  • Speech Analytics:
    Experience with speech recognition and analytics to monitor and improve call quality and customer satisfaction.
  • AI-Driven Insights:
    Ability to leverage AI to generate actionable insights from customer interactions and drive continuous improvement.
  • Automation:
    Expertise in using AI for automating routine tasks and processes within the contact center to increase efficiency and reduce operational costs.
  • Sentiment Analysis:
    Proficiency in using AI to analyze customer sentiment and tailor responses to improve customer experience.
  • AI Ethics:
    Understanding of ethical considerations and best practices in deploying AI solutions in customer service environments.

    • What's in it for you?

  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace…
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