Solution Architect - Contact Center AI Modernization (Toronto)

Employment Type: 6‑week PoC contract, with high extension possibility upon implementation Location: Greater Toronto Area - hybrid Role Overview

The Solution Architect will lead end‑to‑end solution architecture across CCaaS, cloud integrations, data flows, agentic AI workflows, and enterprise systems. This role will partner with business, technology, architecture, and delivery stakeholders to define scalable, secure, and implementation‑ready solutions.What you’ll do

Design end‑to‑end CCaaS and agentic AI solution architectures. Define integration patterns across contact center platforms, CRM, IVR, telephony, knowledge systems, analytics, and enterprise applications. Translate business and CX objectives into scalable technical architecture. Lead solution design workshops with business, technical, and delivery stakeholders.Assess current‑state contact center platforms, workflows, data flows, and integration gaps. Create future‑state architecture, solution blueprints, and implementation roadmaps. Ensure designs align with security, scalability, compliance, and cloud‑native best practices. Provide architectural guidance to functional, technical, and delivery teams.Requirements

Strong experience designing enterprise contact center / CCaaS solutions. Experience with platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Five9, Cisco, Avaya, or similar - MUST. Banking, financial services, insurance, telecom, or large enterprise experience. Strong cloud and systems integration experience.Understanding of AI‑enabled / agentic workflows, virtual agents, automation, or conversational AI. Solid stakeholder management and executive‑facing communication skills. Ability to bridge business needs with technical architecture. Experience in discovery / assessment / roadmap engagements.Experience working with consulting or systems integration teams. We proudly support and partner with organizations that lift people up so everyone can succeed and thrive, and honour our candidates' experiences, perspectives and unique identity. We are committed to continuing to make diversity, equity, and inclusion part of everything we do– from how we work with our talented candidates to how we support our clients in building their diverse workforce.

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