Contact Center Ai Platform Jobs in Toronto, ON
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Toronto, ON
Contact Center AI Platform-Tech Lead
Top Benefits
About the role
Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
The Contact Center AI Platform Technical Lead is a hands-on technical leader responsible for designing and delivering comprehensive solutions for various contact centers AI platforms at Definity.
This role will lead the solution delivery of CCaaS platform, Google AI applications that compliment contact center operations, and other supporting contact center platforms such as workforce management, and quality monitoring platforms. As a senior technical expert, you will provide hands-on guidance to the development team, set solution standards, and ensure that platform capabilities align with both business and technology strategies. In addition, the role will allow you to drive innovation by conducting proof of concepts (POCs) on new technologies.
What to Expect
- Design and implement voice, chat and other digital contact center solutions.
- Design and implement generative AI solution that bring automation and efficiencies to contact center
- Plan, document, and support the configuration of contact center supporting solutions
- Identify opportunities using CCaaS changes, Generative AI or automation to improve call center metrics, such as handle time, wait times, and containment.
- Lead the integration design efforts for GenAI solutions for contact center.
- Serve as a hands-on technical lead in designing and implementing complex contact center solutions.
- Mentor and guide the development team, promoting a collaborative, hands-on technical culture.
- Engage with various business and technology stakeholders to translate complex business requirements into scalable solutions. Oversee the delivery of complex contact center solutions from concept through implementation, ensuring high-quality, scalable, and secure solutions.
What you Bring
- Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
- 7+ years’ experience working with an enterprise level Contact Center as a platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys.
- Experience with CTI integration with Salesforce or other commercially available CRM systems
- Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform.
- Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such Google Dialogflow or Amazon Lex.
- Strong understanding in ways to integrate PCI compliance in contact center use cases.
- Strong proficiency in Java, Python and Node.js for backend service integration with CCaaS or AI applications. Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services.
Salary Range : $108,700-$158,700
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.
This position is being posted to fill an existing vacancy.
Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.
What’s in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Go ahead and expect a lot — you deserve it.
It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.
This role requires successful clearance of background checks (including criminal checks and leadership references).
#LI-Hybrid
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About Definity
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.
Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.
If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.
La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.
Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.
Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.