Senior Architect - Contact Center and Conversational AI

Wawanesa Insurance•Edmonton, AB

30d•CA$120,000 - CA$160,000•Hybrid

About The Position

As a Senior Architect within the Technology Solutions Architecture team, you will be the technical authority on contact center, conversational AI, and cloud-native customer engagement platforms. This role leads architectural design, integration, and technology direction for Genesys Cloud CX, AWS-based solutions, and AI-driven member and broker experiences. Responsibilities include developing technology roadmaps, architecture standards, and principles aligned with business objectives, while ensuring solutions align with Wawanesa's approved architecture, enterprise standards, and existing technology landscape.

Requirements

10+ years in full lifecycle solution design; 5+ years in an architecture role, preferably in a mid-to-large enterprise.
Bachelor’s degree in computer science, a related analytical discipline, or equivalent experience.
Hands-on architectural experience with Genesys Cloud CX, including queue and routing design, omnichannel patterns, agent and supervisor experience, AI-assisted routing, and integration through APIs and event-based patterns.
Strong understanding of contact center operating models and how technology choices affect customer experience, agent efficiency, supervisory workflows, and reporting.
Experience integrating CCaaS platforms with CRM solutions (e.g., Salesforce Service Cloud, Microsoft Dynamics etc.), including data models, case management, and service workflows.
Experience designing and deploying conversational AI solutions, including voice and chat agents, orchestration patterns, prompt engineering, and responsible AI practices.
Strong experience with AWS cloud services, including serverless architectures (Lambda, API Gateway, S3, RDS), infrastructure as code, and identity management.
Proven track record establishing architecture standards that address scalability, availability, security, cost, and technical debt.

Nice To Haves

Experience in a regulated industry (insurance, financial services, or healthcare) is an asset.
Experience with enterprise content management migration and cloud-native document repository solutions is an asset.
Genesys Cloud CX and AWS certifications are an asset.
Experience with Microsoft Teams Phone and enterprise voice integration is an asset.
Python experience for serverless application development is an asset.

Responsibilities

Develop and maintain current and target state architecture models across Business, Application, Data, and Technology domains, with a primary focus on contact center, cloud-native AWS services, and AI-enabled customer engagement solutions.
Lead architecture for contact center technology (Genesys Cloud CX), including queue and routing design, omnichannel patterns, agent and supervisor experience, and integration with enterprise systems through APIs and event-based patterns.
Lead the design of conversational AI solutions for direct-to-member and broker channels, collaborating with Domain Solution Architects to deliver voice and chat agents, intelligent routing, speech analytics, and AI-driven engagement experiences leveraging Genesys Cloud CX, AWS AI services, and third-party platforms.
Architect cloud-native solutions on AWS for enterprise content and document management, leveraging serverless compute, storage, API management, and identity services.
Design complex integrations between Genesys Cloud CX, AWS services, and enterprise and third-party systems (CRM, content management, core insurance, and custom APIs), ensuring seamless data flow, real-time context sharing, and automated workflows.
Ensure solutions are designed to support cross-platform reporting, contact center KPIs, service metrics, and customer interaction analytics.
Gather solution architecture requirements from business and IT stakeholders, and identify non-functional requirements including scalability, availability, security, resilience, cost optimization, and operational supportability.
Evaluate alternative approaches, develop target state architectures, and provide hands-on architectural direction to delivery teams — ensuring solutions align with enterprise standards and non-functional requirements.
Establish and maintain architecture standards, reusable patterns, and frameworks, and drive continuous improvements to architecture practice.
Develop enterprise technology roadmaps aligned with business and IT strategies.
Perform other duties as assigned.