Solution Engineer - CCaaS

Solution Engineer - CCaaSScotiabank Scarborough

Requisition      Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
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* Job Summary:

** We are seeking a highly skilled Solution Engineer to join our team and contribute with the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have subject matter expertise in architecting and deploying CCaaS solutions, with a strong focus on enhancing customer and agent experiences through innovative technology.
* Participate in 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:
Act as a subject matter expert for 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.
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* Proven experience as a Solution Engineer, 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.
* 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 diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
* Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to…