IT Digital Solution Architect
$115k - $165k par annéeSolution Designer – Contact Center & Telephony
Location: Hybrid – Downtown Toronto Office (250 Yonge St) and/or Client Office
Minimum 2 days per week (subject to change)
We are seeking a Solution Designer – Contact Center & Telephony to design end-to-end technical solutions that enable seamless, secure, and scalable customer interactions across voice and digital channels. This role focuses on defining architectures and integration patterns for modern Contact Center platforms, including Cloud Contact Center as a Service (CCaaS), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and related telephony infrastructure.
The Solution Designer will collaborate with business stakeholders, architects, infrastructure teams, and vendors to ensure solutions meet business objectives, technical standards, and compliance requirements.
Genesys Cloud, Amazon Connect, NICE CXone, Cisco, Avaya) and enterprise systems such as CRM, middleware, and workforce management tools
• Translate business requirements into detailed technical design specifications
Work with project managers, business analysts, and developers to ensure alignment between solution design and implementation
- Partner with network and infrastructure teams to define telephony connectivity, SIP trunking, and QoS configurations
- Collaborate with vendors and third-party providers on CCaaS implementations or telephony integrations
- Support proof-of-concept and pilot deployments for new solutions
Ensure compliance with security, privacy, and regulatory requirements (e.g., Maintain architectural artifacts, diagrams, and documentation
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
- Technical Skills
- Knowledge of APIs, web services, and middleware for system integrations
- Familiarity with cloud infrastructure (AWS, Azure, or GCP)
- Experience with CRM integrations (e.g., Salesforce, MS Dynamics, ServiceNow)
- At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. Come join our team—one of the largest IT and business consulting services firms in the world.
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