Solution Architect - Contact Center AI Modernization

Talencore • Toronto, ON

1d

About The Position

We are supporting a major Canadian bank contact center modernization program focused on cloud-based CCaaS platforms, AI-enabled customer experience, agent experience optimization, and future-state operating model design. This is an initial 6-week discovery-phase engagement with potential to extend into implementation. The Solution Architect will lead end-to-end solution architecture across CCaaS, cloud integrations, data flows, agentic AI workflows, and enterprise systems. This role will partner with business, technology, architecture, and delivery stakeholders to define scalable, secure, and implementation-ready solutions.

Requirements

• Strong experience designing enterprise contact center / CCaaS solutions.
• Experience with platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Five9, Cisco, Avaya, or similar.
• Banking, financial services, insurance, telecom, or large enterprise experience.
• Strong cloud and systems integration experience.
• Understanding of AI-enabled / agentic workflows, virtual agents, automation, or conversational AI.
• Strong stakeholder management and executive-facing communication skills.
• Ability to bridge business needs with technical architecture.
• Experience in discovery / assessment / roadmap engagements.
• Experience working with consulting or systems integration teams.

Responsibilities

• Design end-to-end CCaaS and agentic AI solution architectures.
• Define integration patterns across contact center platforms, CRM, IVR, telephony, knowledge systems, analytics, and enterprise applications.
• Translate business and CX objectives into scalable technical architecture.
• Lead solution design workshops with business, technical, and delivery stakeholders.
• Assess current-state contact center platforms, workflows, data flows, and integration gaps.
• Create future-state architecture, solution blueprints, and implementation roadmaps.
• Ensure designs align with security, scalability, compliance, and cloud-native best practices.
• Provide architectural guidance to functional, technical, and delivery teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed