Contact Center AI Platform-Tech Lead
At a glance
Senior ML Platform & Ops role at Hdks. Toronto · full-time · CA$108,700–CA$158,700 base.
aimlroles summary, based on the employer's posting.
What you'll do
- Shape and deliver AI solutions for voice, chat and digital contact centres, then oversee their ongoing support
- Connect generative AI to contact centre workflows to automate work and improve customer interactions
- Design SaaS and CCaaS solutions, including routing, scripts, recordings and CRM connections
- Turn business needs into secure, scalable designs while coordinating real-time links and event-driven systems
- Guide technical evaluations and proof-of-concepts, mentor teams, and lead delivery through troubleshooting and root-cause work
What you bring
- A bachelor’s or master’s degree in computer science, information systems or a related discipline
- At least seven years delivering enterprise customer experience, digital engagement or contact centre solutions
- Two or more years building AI solutions, including conversational or generative AI and intelligent automation
- Hands-on Google Cloud Platform experience, plus work with generative AI, cloud-native design and a modern programming language
- Experience with CCaaS platforms and contact centre operations, alongside APIs, CRM systems and enterprise integrations
Who this fits
This senior hands-on technical leadership role suits someone who can guide multidisciplinary teams while designing and delivering solutions themselves. You’ll work across AI, data engineering, business and vendor teams, and provide mentorship and technical direction.
From the employer
The Opportunity
The Contact Center AI (CCAI) Platform Technical Lead is a senior hands-on technology leader responsible for defining the strategy, architecture, and delivery of AI-powered customer experience solutions across Definity’s contact centre ecosystem. This role provides technical leadership and oversight for a multidisciplinary team developing scalable, secure, and resilient AI solutions that support key business areas, including Sonnet, National Broker Service, Claims, Commercial Insurance, and Petline. Working closely with business stakeholders, architects, engineers, and vendors, the Technical Lead ensures platform capabilities align with business objectives while driving innovation through generative AI, automation, analytics, and conversational technologies. Building on Definity’s industry-leading success in Contact Center AI and its adoption of Google’s Gemini Enterprise for Customer Experience (GECX), this role will evaluate emerging technologies, lead proof-of-concept initiatives, and help shape the future of customer, broker, and employee engagement through cloud-native, omnichannel AI solutions.
This is an exciting opportunity to lead one of Definity's most strategic AI platforms and help shape the next generation of customer experience through the power of generative AI and intelligent automation.
What to Expect
- Lead the design, implementation, and support of AI-powered voice, chat, and digital contact center solutions.
- Architect and integrate Generative AI capabilities to drive automation, operational efficiency, and enhanced customer experiences.
- Develop technical designs, documentation, and enterprise-grade SaaS/CCaaS solutions, including routing, scripting, recording, and CRM integrations.
- Serve as the technical lead, translating business requirements into scalable, secure, and resilient solutions.
- Partner with AI, data engineering, and cross-functional teams to deliver real-time integrations and event-driven architectures.
- Drive innovation through proof-of-concept initiatives, technology evaluations, and continuous improvement of the Contact Center AI platform.
- Provide technical leadership, mentorship, and subject matter expertise while promoting engineering best practices across teams.
- Lead the end-to-end delivery of complex contact center initiatives, including troubleshooting, root cause analysis, and operational excellence.
What you Bring
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
- 7+ years of experience designing and delivering enterprise-scale customer experience, digital engagement, or contact center solutions.
- 2+ years of experience developing and implementing AI-powered solutions, including conversational AI, generative AI, and intelligent automation.
- Strong experience with cloud-based platforms, enterprise integrations, APIs, CRM systems, and omnichannel customer engagement solutions.
- Proven ability to translate business requirements into scalable, secure, and supportable technology solutions while providing technical leadership and mentorship.
- Experience with CCaaS platforms (e.g., Google CCAI/GECX, Five9, Genesys, Amazon Connect, NICE), contact center operations, and customer journey optimization.
- Hands-on expertise with Google Cloud Platform, Generative AI technologies, modern programming languages (Java, Python, Node.js), and cloud-native architectures.
- Strong understanding of enterprise integration patterns, REST APIs, microservices, DevOps practices, CI/CD, security, AI governance, and regulated industry environments.
Salary Range: $108,700-$158,700