Senior Executive Assistant supporting the CEO and leadership at Juniper, a crowdfunding and merchandise platform for independent creators. Managing operations with a hybrid work model in Toronto.
About the role
- Contact Centre AI Solution Architect leading the design and implementation of intelligent customer engagement solutions. Focusing on cloud-native contact center platforms and conversational AI technologies.
Responsibilities
- Architect and implement end-to-end CCaaS solutions integrating Google CCAI, Dialogflow CX, and Vertex AI.
- Design scalable conversational workflows using Google CES and Gemini agents.
- Lead integration efforts with AWS Connect and Genesys Cloud CX, including SIP routing, CTI, and API orchestration.
- Collaborate with product managers, developers, and data scientists to align AI capabilities with business goals.
- Define governance frameworks for intent lifecycle management, compliance, and performance monitoring.
- Conduct solution workshops, sprint demos, and technical deep dives with stakeholders.
- Ensure security, scalability, and compliance with standards like SOC2, HIPAA, and GDPR.
Requirements
- 12+ years of experience in contact center architecture and AI solutioning.
- Proven expertise in:
- Google Cloud Platform (Dialogflow CX, Vertex AI, CCAI Insights, Apigee)
- AWS Connect and Lambda integrations
- Genesys Cloud CX and PureEngage
- Strong understanding of SIP, WebRTC, CTI, and telephony infrastructure.
- Experience with agentic workflows, LLM orchestration, and multimodal AI.
- Familiarity with Agile delivery, sprint planning, and UAT processes.
- Excellent communication and stakeholder management skills.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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