Solution Engineer

OverviewJoin to apply for the Solution Engineer - CCaaS role at Scotiabank.Requisition ID: 238795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.Job Summary: We are seeking a highly skilled Solution Engineer to join our team and contribute with the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have subject matter expertise in architecting and deploying CCaaS solutions, with a strong focus on enhancing customer and agent experiences through innovative technology. Responsibilities Participate in the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements. Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs. Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organization's needs. Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans. Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices. Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization. Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience. Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise. Implement AI tools in the Contact Centre: act as a subject matter expert for the integration of AI technologies to enhance customer interactions and agent productivity, including NLP, machine learning, speech analytics, and AI-driven insights. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. Proven experience as a Solution Engineer, with a focus on CCaaS solutions. Strong knowledge of CCaaS platforms and technologies, such as Genesys Cloud, and their integration with other enterprise systems. Excellent understanding of cloud computing principles and architectures. Experience with designing and implementing multi-channel and omnichannel contact center solutions. Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Preferred: Experience with other CCaaS platforms (e.g., Amazon Connect, NICE inContact) and cloud platforms; certifications in relevant CCaaS technologies. Preferred: Knowledge of CRM systems and their integration with CCaaS solutions. Preferred: Experience with agile methodologies and project management tools. Experience with AI integration for CCaaS to enhance customer interactions and agent productivity, including NLP, ML, speech analytics, AI-driven insights, automation, and sentiment analysis. AI Ethics: Understanding of ethical considerations and best practices in deploying AI solutions in customer service environments. What's in it for you? Diversity, Equity, Inclusion & Allyship: an inclusive culture with bias-free practices and Employee Resource Groups (ERGs). Accessibility and Workplace Accommodations: commitment to an inclusive and accessible environment. Upskilling through online courses, cross-functional development opportunities, and tuition assistance. Competitive rewards program including bonus, flexible vacation, personal, sick days and benefits from day one. Dynamic ecosystem with spaces for team collaboration. Community engagement opportunities through programs and events. Location: Scarborough, Ontario, CanadaScotiabank is a leading bank in the Americas. If you require accommodation during the recruitment process, please contact our Recruitment team. Candidates must apply online to be considered. Only selected applicants will be contacted for interviews. Seniority level Mid-Senior level Employment type Full-time Job function Engineering and Information Technology Industries: Banking #J-18808-Ljbffr