Shape Definity’s generative AI contact center strategy through hybrid work, combining cloud architecture, automation, and conversational technologies. As a senior hands-on Technical Lead, you will architect scalable, secure, and resilient customer experience solutions. The position connects business requirements with enterprise SaaS and CCaaS delivery, including routing, scripting, recording, and CRM integrations. You will collaborate with AI, data engineering, and cross-functional teams. Key Responsibilities:
Translate business requirements into secure technical solutions Integrate generative AI, automation, and conversational capabilities Deliver real-time integrations and event-driven architectures Evaluate emerging technologies through proof-of-concept initiatives Promote engineering practices through leadership and mentorship Requirements:
Seven-plus years delivering enterprise contact center solutions Two-plus years developing AI-powered customer experience solutions Strong cloud, enterprise integration, API, and CRM experience Experience with Google CCAI, GECX, Five9, Genesys, or equivalent Knowledge of REST APIs, microservices, DevOps, and AI governance Bring generative AI architecture, cloud integrations, and technical leadership to Definity’s evolving contact center ecosystem.
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Generative AI Contact Center Architect 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.
