Solution Designer

Job Description

Insight Global is looking for a Senior Solution Designers or Solution Architects to join the Contact Centre Technology Team at a large financial institution in downtown Toronto.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

-Technical Solution Design practice specifically within Contact Centre

-Experience with Verint (or an alternative ie Amdoc, Narus, Sumo Logic, F5, etc but largest one is Verint): Call Recording, Quality Monitoring, Speech Analytics, Desktop Process Analytics, Workforce Management Analytics

-Depth and breadth of understanding of large scale financial contact centre infrastructure (banking or insurance -- 10k+ agents)

-Strong communication both written and verbal, maturity, capability, self-sufficiency

-Experience working on Natural Language projects (NLU -- Natural Language Understanding or NLI -- Natural Language Interpretation)

-AI/Voicebot/Chatbot projects

-Contact Centre Program Delivery -- experience partnering with program managers, purpose traceability, requirements to function traceability

-Mid legacy on prem application -- Genesys Engage

-Experience with contact centre products - call recording, quality monitoring, speech analytics, desktop process analytics, workforce management analytics - experience with AI null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.