Solution Designer

Insight Global is seeking a Senior Solution Designer to support the ongoing operations and enhancement of a large-scale enterprise contact centre environment within a leading financial institution in downtown Toronto.
This role is focused on day-to-day support, optimization, and continuous improvement of existing contact centre platforms rather than project-based transformation work. The successful candidate will act as a senior technical advisor ensuring the stability, scalability, and evolution of critical customer-facing systems.

Responsibilities include:
Provide ongoing solution design support across the contact centre ecosystem, ensuring systems remain stable, scalable, and aligned to business needs
Act as the primary point of contact for design-related questions, enhancements, and issue resolution across contact centre technologies
Partner with operations, support teams, and business stakeholders to troubleshoot issues and improve system performance
Translate new business requests or operational gaps into practical, supportable design updates
Maintain and evolve existing solutions across core capabilities:

IVR and call routing
Call recording and quality monitoring
Workforce management
Agent desktop and self-service channels


Support and enhance integrations across backend systems (CRM, APIs, reporting, data platforms)
Review and validate changes introduced by engineering or vendors to ensure alignment with existing architecture
Conduct impact assessments for system changes, incidents, and enhancements
Maintain and update solution documentation to reflect current-state architecture
Provide mentorship and guidance to junior designers and support teams

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 with Contact Centre experience
-Hands-on experience with platforms such as Genesys (Engage or Cloud), Verint, or Amazon Connect
-Understanding of contact centre operations, including:

IVR / routing strategies
Recording and quality systems
Workforce optimization tools
Agent desktop environments


-Experience supporting large-scale, enterprise contact centre environments (10K+ agents preferred)
-Strong understanding of system integrations, APIs, and downstream/upstream dependencies
-Ability to troubleshoot and provide design direction in live, complex production environments
-Strong communication skills with experience working across operations, leadership, and technical teams
-Proven ability to take unstructured issues or requests and translate them into clear, actionable solutions

Experience supporting AI-enabled contact centre features (chatbots, voicebots, routing optimization)
Exposure to continuous improvement initiatives within contact centre environments
Familiarity with regulated industries (banking, insurance)

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.