Solution Designer

Insight Global is seeking Senior Solution Designers to join the Contact Centre Technology Team at a large financial institution in downtown Toronto.

This role will be responsible for end‑to‑end technical solution design across large‑scale, enterprise contact centre platforms supporting 10,000+ agents in a highly regulated environment.The successful candidate will operate as a trusted technical leader, partnering with program managers, engineering teams, vendors, and business stakeholders to design scalable, resilient, and future‑ready contact centre solutions.

Responsibilities include the below:
-Lead end‑to‑end solution design for Contact Centre initiatives, from early business ideation through implementation
-Partner directly with business stakeholders and leadership to understand objectives and guide them toward the right technical approach
-Translate business needs into clear, scalable, and supportable contact centre designs

-Own solution designs across core contact centre services including:
Call recording
Workforce management / call force management
Agent desktop
IVR and self‑service

-Design and support solutions across Genesys Engage, including Google CCIA (Contact Center AI) integrations and backend systems
-Provide architectural input on backend integrations (CRM, analytics platforms, data services, APIs)
-Act as a senior design authority, reviewing and influencing technical decisions across programs
-Work closely with program managers to ensure purpose traceability and requirements‑to‑function alignment
-Produce clear, well‑structured solution design documentation and present designs to both technical and non‑technical audiences
-Provide mentorship and guidance to other designers and technology team members

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-Senior‑level experience in Solution Design or Solution Architecture within Contact Centre Technology
-Strong hands‑on experience with Genesys Engage, including integrations and mid‑legacy on‑prem environments
-Experience integrating Google CCIA (Contact Center AI) or similar AI/NLU platforms with contact centre solutions
-Deep understanding of core contact centre technologies, including:

IVR and call routing
Call recording
Quality monitoring
Workforce management
Agent desktop technologies

-Proven experience designing solutions for large‑scale financial or insurance contact centres (10k+ agents)
-Strong understanding of backend integrations and enterprise system dependencies
-Excellent communication and leadership skills, with the ability to engage confidently with:

-Business stakeholders
-Senior leadership
-Technology and delivery teams

Demonstrated ability to:
-Take loosely defined business ideas (“we want to do this”)
-Ask the right questions
-Guide stakeholders toward the right solution

-Highly self‑sufficient, mature, and comfortable operating in complex enterprise environments

Experience delivering AI‑enabled contact centre solutions, including:

Conversational AI (voicebots and chatbots)
NLU / NLI–based intent recognition and routing

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.