Contact Centre Solution Designer

Capco – The Future. Now.

Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passionate business and technology professionals enjoy a unique environment where they are actively encouraged to apply intellect, innovation, experience and teamwork. We ware dedicated to fully supporting our world class clients as they respond to challenges and opportunities in: Banking & Payments, Capital Markets, Insurance, Wealth & Asset Management and Energy. Experience Capco for yourself at 

Let's Talk About You

You want to Own Your Career. You're serious about rising as far and as fast as your work and achievements can take you. And you're ready to write the next chapter of your career story: a challenging and rewarding role.

Let's Get Down to Business

Capco is looking for talented, innovative and creative people to join our incredible and growing Team focused on our financial services clients. We are looking for experienced talent exceptional domain expertise who can work directly with our clients on mission-critical projects.

About the Role

We're looking for a highly experienced Contact Centre Solution Designer to lead the architecture and design of enterprise-level customer contact systems. You'll work closely with business and technology stakeholders to craft innovative, scalable, and secure solutions tailored for complex financial services environments. This is a senior opportunity ideal for someone with deep expertise in contact centre ecosystems and architecture leadership.

What You'll Do

• Lead the solution design and architecture of modernised contact centre platforms, leveraging cloud-native technologies where appropriate.

• Translate business needs into end-to-end architectural blueprints and high-level designs that meet functional and non-functional requirements.

• Collaborate with cross-functional teams, including product owners, developers, and business leads, to align solutions with strategic goals.

• Define integration patterns with CRM, IVR, workforce management, and omni-channel systems.

• Provide architectural governance and ensure compliance with regulatory and security standards.

What We're Looking For

• Proven track record as a senior solution architect in the contact centre space, ideally within financial services or regulated environments.

• Deep knowledge of contact centre platforms (e.g. Genesys, NICE, Avaya, Amazon Connect, Twilio) and integration with CRM systems.

• Experience designing scalable, secure, and high-availability architectures.

• Strong communication and stakeholder management skills with the ability to convey technical concepts clearly to non-technical audiences.

• Ability to work on-site in Toronto 4 days a week and collaborate across hybrid teams.

Bonus Points For

• Experience in cloud-based contact centre migrations (AWS, Azure).

• Familiarity with conversational AI, chatbots, or intelligent IVR solutions.

• Knowledge of workforce optimisation tools and contact centre analytics.

• Experience in vendor selection and RFP processes.

• Previous consultancy or enterprise transformation project experience.

Professional experience is important. But it's paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Comprehensive Benefits Coverage – 100% company-paid health, life, and disability insurance effective from Day 1 of employment
• Retirement Savings Program – Registered Retirement Savings Plan (RRSP) with the option of receiving a matching employer contribution
• Virtual Health Care – Company-paid program available to all employees and their dependents/partners
• Employee & Family Assistance Program (EFAP) – Company-paid support services for employees and their dependents/partners
• Parental Leave Top-Up – Enhanced parental leave benefits available from Day 1 of employment
• New Parent Gift – A company-sponsored gift to celebrate the arrival of a new child
• Wellness Support – Fitness reimbursement benefit to promote health and well-being
• Business Coach from Day 1: Personalized one-on-one coaching to support career growth, accelerate development, and help achieve your professional goals at Capco.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

For more information about Capco, visit 

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