Senior Architect - Contact Center and Conversational AI

Employment Type: Existing Role

Working Business Language : English. This role is considered a head-office role and will be required to communicate with internal stakeholders across Canada where the primary business language utilized is English.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $120,000 - $160,000 Candidates with salary expectations outside of the range are still encouraged to apply.

At Wawanesa, we offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Calgary, AB; Edmonton, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON;

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,300 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. We are also proud to be recognized as one of Manitoba’s Top Employers. To learn more visit wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

As a Senior Architect within the Technology Solutions Architecture team, you will be the technical authority on contact center, conversational AI, and cloud-native customer engagement platforms. This role leads architectural design, integration, and technology direction for Genesys Cloud CX, AWS-based solutions, and AI-driven member and broker experiences. Responsibilities include developing technology roadmaps, architecture standards, and principles aligned with business objectives, while ensuring solutions align with Wawanesa's approved architecture, enterprise standards, and existing technology landscape.

Job Responsibilities

• Develop and maintain current and target state architecture models across Business, Application, Data, and Technology domains, with a primary focus on contact center, cloud-native AWS services, and AI-enabled customer engagement solutions.
• Lead architecture for contact center technology (Genesys Cloud CX), including queue and routing design, omnichannel patterns, agent and supervisor experience, and integration with enterprise systems through APIs and event-based patterns.
• Lead the design of conversational AI solutions for direct-to-member and broker channels, collaborating with Domain Solution Architects to deliver voice and chat agents, intelligent routing, speech analytics, and AI-driven engagement experiences leveraging Genesys Cloud CX, AWS AI services, and third-party platforms.
• Architect cloud-native solutions on AWS for enterprise content and document management, leveraging serverless compute, storage, API management, and identity services.
• Design complex integrations between Genesys Cloud CX, AWS services, and enterprise and third-party systems (CRM, content management, core insurance, and custom APIs), ensuring seamless data flow, real-time context sharing, and automated workflows.
• Ensure solutions are designed to support cross-platform reporting, contact center KPIs, service metrics, and customer interaction analytics.
• Gather solution architecture requirements from business and IT stakeholders, and identify non-functional requirements including scalability, availability, security, resilience, cost optimization, and operational supportability.
• Evaluate alternative approaches, develop target state architectures, and provide hands-on architectural direction to delivery teams — ensuring solutions align with enterprise standards and non-functional requirements.
• Establish and maintain architecture standards, reusable patterns, and frameworks, and drive continuous improvements to architecture practice.
• Develop enterprise technology roadmaps aligned with business and IT strategies.
• Perform other duties as assigned.

Qualifications

• 10+ years in full lifecycle solution design; 5+ years in an architecture role, preferably in a mid-to-large enterprise.
• Bachelor’s degree in computer science, a related analytical discipline, or equivalent experience.
• Hands-on architectural experience with Genesys Cloud CX, including queue and routing design, omnichannel patterns, agent and supervisor experience, AI-assisted routing, and integration through APIs and event-based patterns.
• Strong understanding of contact center operating models and how technology choices affect customer experience, agent efficiency, supervisory workflows, and reporting.
• Experience integrating CCaaS platforms with CRM solutions (e.g., Salesforce Service Cloud, Microsoft Dynamics etc.), including data models, case management, and service workflows.
• Experience designing and deploying conversational AI solutions, including voice and chat agents, orchestration patterns, prompt engineering, and responsible AI practices.
• Strong experience with AWS cloud services, including serverless architectures (Lambda, API Gateway, S3, RDS), infrastructure as code, and identity management.
• Proven track record establishing architecture standards that address scalability, availability, security, cost, and technical debt.
• Experience in a regulated industry (insurance, financial services, or healthcare) is an asset.
• Experience with enterprise content management migration and cloud-native document repository solutions is an asset.
• Genesys Cloud CX and AWS certifications are an asset.
• Experience with Microsoft Teams Phone and enterprise voice integration is an asset.
• Python experience for serverless application development is an asset.

Diversity Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to View email address on ca.workus.org.

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.