At a Glance
- Tasks: Lead AI architecture and deliver innovative customer experience solutions.
- Company: Definity, a forward-thinking company embracing hybrid work.
- Benefits: Competitive salary, flexible work options, and opportunities for mentorship.
- Other info: Join a dynamic team with a focus on growth and innovation.
- Why this job: Shape the future of AI in customer service and make a real impact.
- Qualifications: 7+ years in enterprise solutions and 2+ years in AI implementation.
The predicted salary is between 123750 - 151250 $ per year.
Lead Contact Center AI architecture at Definity through hybrid work, applying generative AI and cloud-native design across customer experience solutions. This senior hands-on technology leader defines strategy, architecture, and delivery for AI-powered voice, chat, and digital contact center solutions. You will guide multidisciplinary teams while partnering with stakeholders, architects, engineers, and vendors. The work supports Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline.
Key Responsibilities:
- Lead AI-powered voice, chat, and digital solution delivery
- Architect generative AI capabilities for automation and customer experiences
- Develop SaaS and CCaaS designs, documentation, and integrations
- Lead proof-of-concept initiatives and technology evaluations
- Provide mentorship, troubleshooting, and operational excellence leadership
Requirements:
- Bachelor’s or Master’s degree in a related field
- Seven-plus years designing enterprise customer experience solutions
- Two-plus years implementing conversational or generative AI solutions
- Experience with cloud platforms, APIs, CRM, and omnichannel engagement
- Google Cloud Platform and modern programming language expertise
Shape Definity’s Contact Center AI platform using generative AI, enterprise integrations, cloud architecture, and technical leadership.
Contact Center AI Technical Lead in Toronto employer: Definity
Definity is an exceptional employer that fosters a collaborative and inclusive work culture, making it a great place for professionals in business development. With a focus on employee growth, the company offers hybrid work schedules, share ownership programs, and educational resources, ensuring that team members can thrive both personally and professionally. Located in Canada, Definity is committed to diversity and equity, providing unique benefits like paid volunteer days and support for various employee needs, making it a truly rewarding workplace.
