Contact Center AI Platform-Tech Lead

The Contact Center AI Platform-Tech Lead is a hands-on technical leader responsible for designing and delivering comprehensive solutions for various contact centers AI platforms at Definity. The role involves designing and implementing voice, chat, and other digital contact center solutions, generative AI solutions, and contact center supporting solutions.

Requirements

• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
• 7+ years' experience working with an enterprise level Contact Center as a platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys.
• Experience with CTI integration with Salesforce or other commercially available CRM systems.
• Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform.
• Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such Google Dialogflow or Amazon Lex.
• Strong understanding in ways to integrate PCI compliance in contact center use cases.
• Strong proficiency in Java, Python, and Node.js for backend service integration with CCaaS or AI applications.
• Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services.

Benefits

• Hybrid work schedule
• Company share ownership program
• Incentive Program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Wellness and recognition programs
• Discounts on products and services