Job Description

Location: Hybrid - Downtown Toronto Office (250 Yonge St) and/or Client Office

Onsite Requirement: 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.

Your future duties and responsibilities

Solution Design & Architecture

Design and document comprehensive Contact Center and telephony solutions aligned with enterprise architecture principles and business needs Define integration patterns between CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Cisco, Avaya) and enterprise systems such as CRM, middleware, and workforce management tools Develop call flow designs, IVR scripts, routing strategies, and interaction models Ensure scalability, reliability, and security in telephony and contact center architectures Translate business requirements into detailed technical design specifications

Collaboration & Delivery

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

Governance & Standards

Contribute to solution design governance and review processes Ensure compliance with security, privacy, and regulatory requirements (e.g., PCI, PIPEDA, GDPR) Maintain architectural artifacts, diagrams, and documentation Recommend best practices and emerging technologies in contact center modernization

Required qualifications to be successful in this role

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field 5-8 years of experience in solution design, systems integration, or architecture within contact center or telephony environments

Technical Skills

Strong understanding of CCaaS and on-prem contact center technologies (e.g., Genesys, Amazon Connect, Avaya, Cisco, NICE CXone) Experience with SIP, VoIP, SBCs, IVR, ACD, CTI, and call routing architectures 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) Proficiency in call flow design tools and architecture documentation (e.g., Visio, Lucidchart)

Soft Skills

Strong analytical and problem-solving abilities Excellent communication and presentation skills Ability to work collaboratively in cross-functional teams and manage multiple priorities Strategic thinker with attention to operational detail

________________________________________

Preferred Qualifications

Certifications in CCaaS platforms (e.g., Genesys Cloud Architect, Amazon Connect Practitioner) ITIL, TOGAF, or similar architecture framework certifications Experience in banking, insurance, or other regulated industries


#LI-GS!

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...



You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.



Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.



You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.



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. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.



To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.



Come join our team--one of the largest IT and business consulting services firms in the world.