Senior Systems Engineer (Genesys Cloud & Decagon)

Questrade Financial Group•Toronto, ON

19h•CA$120,000 - CA$130,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Senior Systems Engineer to lead the design, implementation, and management of advanced contact center solutions within Decagon (Chat AI) and Genesys Cloud platforms. This role focuses on ensuring high performance, scalability, and optimal customer experience. The ideal candidate will be a seasoned professional with deep expertise in contact center technologies, strong leadership skills, and the ability to drive innovation. This position will proactively improve customer journeys and agent experience, delivering significant business value through Omni Channel/CCaaS.

Requirements

University degree in Computer Science, Information Technology, or an equivalent combination of education and practical experience.
6-8 years of experience working as a Business Systems Analyst, Business Analyst, or Technical Analyst within the financial services industry.
5+ years of experience in large-scale technology implementations across an organization.
3-5 years of experience gathering operational insights and designing solutions for contact center technologies (telephony, agent desktop, IVR, etc.).
Strong knowledge and expert-level experience with Genesys Cloud CX, Engage Cloud, and Decagon (Chat AI) solutions.
Good technical understanding of working with REST APIs, SOAP APIs, and cloud computing services (specifically GCP).
Proficient in workflow design and documentation skills, including: decision diamonds, decision trees, decision tables, state machines.
Experience creating and maintaining a variety of artefacts including: User stories, epics and product backlog items, Business case, proposal, requirements (BRD, SRD), use cases, Conceptual data models, workflow diagrams, solution intents, Presentations for senior management, executives or business stakeholders, Mock-ups, prototypes, test scenarios, traceability matrix to validate requirements, Product roadmaps, stakeholder matrix, program increment objectives.
Excellent interpersonal, verbal and written skills and the ability to interact with multiple levels of stakeholders.
Excellent time-management and organizational abilities that facilitate structured teamwork.

Nice To Haves

Salesforce experience and related certifications.
Certifications in agile methodologies (e.g., CSPO, CSM) or Business Analysis/Project Management (e.g., CBAP, PMP).
Knowledge of SDLC, agile delivery, development, coding, testing (QA) methodologies.
Knowledge of writing/understanding/interpreting API documentation.

Responsibilities

Architect and design complex contact center solutions (telephony, agent desktop, IVR, etc.) on Decagon (Chat AI) and Genesys Cloud platforms, ensuring scalability, redundancy, and seamless integration with other enterprise systems.
Develop and implement a strategic vision for the contact centre infrastructure in alignment with organizational goals, and lead initiatives to enhance and modernize the contact centre technology stack.
Provide technical guidance and mentorship to the contact center engineering team; collaborate with Technical Product Managers, Agile Product Owners, and business stakeholders on the product vision and roadmaps.
Prepare detailed requirements for internal and external stakeholders on feature upgrades, defect resolution, or other relevant queries to enhance the current system functionalities.
Consult with multiple business and operations stakeholders to elicit, define, analyze, and document requirements, converting business problems into complete user stories for backlog prioritization.
Lead proactive monitoring, advanced troubleshooting, and performance analysis of contact center systems, taking ownership of escalated technical issues and implementing enhancements to prevent recurring issues.
Conduct in-depth analysis of contact centre performance metrics and implement optimizations.
Lead contact centre-related projects, managing timelines, resources, and deliverables.
Prepare and support key technical artifacts to comply with IT Governance, Risk Management, Security, Compliance, and Legal requirements and ensure security measures are put in place to protect sensitive customer data.
Help manage relationships with third-party vendors and evaluate technology partner solutions to ensure optimal delivery.
Conduct training sessions for the contact centre team and other relevant stakeholders, fostering a culture of continuous learning within the team.