Senior Architect - Contact Center and Conversational AI
Skills
About the role
This is a senior architect role at Wawanesa Insurance leading technical direction for contact center and conversational AI platforms, including Genesys Cloud CX and AWS. It suits an experienced solutions architect who has worked hands-on with Genesys Cloud CX and wants to shape AI-driven customer engagement across a large Canadian insurer. The role covers architecture across business, application, data and technology domains, with a focus on cloud-native AWS services and AI-enabled member and broker experiences. The team works hybrid from one of several Canadian offices, splitting time between office and remote work.
What you’ll do
- Develop and maintain current and target state architecture models across business, application, data and technology domains
- Lead architecture for Genesys Cloud CX, including queue and routing design, omnichannel patterns and agent/supervisor experience
- Design conversational AI solutions for member and broker channels, including voice and chat agents and speech analytics
- Architect cloud-native AWS solutions for enterprise content and document management
- Design integrations between Genesys Cloud CX, AWS services and enterprise/third-party systems
- Gather architecture requirements from business and IT stakeholders and identify non-functional requirements
- Establish and maintain architecture standards, reusable patterns and frameworks
- Develop enterprise technology roadmaps aligned with business and IT strategy
What they’re looking for
- 10+ years in full lifecycle solution design, with 5+ years in an architecture role
- Bachelor's degree in computer science or a related analytical discipline, or equivalent experience
- Hands-on architectural experience with Genesys Cloud CX, including routing design and AI-assisted routing
- Strong understanding of contact center operating models and their impact on customer and agent experience
- Experience integrating CCaaS platforms with CRM solutions such as Salesforce Service Cloud or Microsoft Dynamics
- Experience designing and deploying conversational AI solutions, including voice and chat agents and prompt engineering
- Strong experience with AWS cloud services, including serverless architectures, infrastructure as code and identity management
- A track record of establishing architecture standards addressing scalability, availability, security and cost
Nice to have
- Experience in a regulated industry such as insurance, financial services or healthcare
- Experience with enterprise content management migration and cloud-native document repositories
- Genesys Cloud CX and AWS certifications
- Experience with Microsoft Teams Phone and enterprise voice integration
- Python experience for serverless application development
What’s on offer
- Hybrid work: 2 days per week in office, or 15 hours per week at a Wawanesa office
- Annual bonus plan
- Leave of absence top-up programs
- Generous vacation time and personal days
- Premium-free benefits and pension plan
Questions about this role
Is this role remote?
No, it's hybrid — 2 days per week or 15 hours per week in a Wawanesa office, from locations including Winnipeg, Calgary, Edmonton, Toronto, Kitchener or Ottawa.
How many years of experience do I need?
10+ years in full lifecycle solution design, with at least 5 years in an architecture role.
Do I need a degree?
A bachelor's degree in computer science or a related discipline is asked for, or equivalent experience.
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