Job Title: RQ00398 - Applications Architect - Intermediate
Start Date: 2025-10-14
Client: Supply Ontario
End Date: 2026-04-05
Work Location:
20 Dundas Street West, Suit 730, Toronto, Ontario, Canada
#Business Days:
124.00
Job Type:
Hybrid
Hours per day or Week:
7.25 hours per day (5 Days)
Must Haves:
· 7+ experience Genesys Architect call flows, digital channels, and ACD routing
· 7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
· 7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
· 7+ experience utilizing REST APIs in development
Description:
Position Summary:
· Legal Aid Ontario (LAO) is currently seeking a skilled and experienced Genesys Cloud CX Solution Architect/Administrator to support the implementation and support of the Genesys Cloud CX CCaaS Solution within our organization, in partnership with an external vendor. This one-year contract role is ideal for a motivated and technically adept team member with proven experience in Genesys platforms, contact centre technologies, deep understanding of system integrations and vendor collaboration.
· The successful candidate will work closely with our external vendor and play a key role in designing, configuring, and optimizing the Genesys environment as well as supporting integration with our WFM/ QA solution. This role will be instrumental in aligning technical solutions with operational goals while maintaining information security and system reliability.
Qualifications:
· Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
· Minimum of 5 years of experience in Genesys system design, implementation, and administration.
· Certifications in Genesys Cloud CX strongly preferred.
Deep knowledge of:
· Genesys Architect call flows, digital channels, and ACD routing
· Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
· SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
· REST APIs
· Experience implementing or supporting integrations between Genesys Cloud CX and WFM or QA systems (e.g., Verint) is an asset.
· Demonstrated success acting as both Solution Architect and Platform Administrator on at least one enterprise-level Contact Center system implementation projects, including vendor collaboration.
· Strong analytical and troubleshooting skills.
· Familiarity with ITIL, DevOps CI/CD, and Agile frameworks.
· Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders.
· Detail-oriented, organized, and proactive in project delivery.
Organizational Competencies Expected
· Client Focus
· Adaptability and Flexibility
· Personal Motivation and Accountability
· Focus on Quality and Best Practice
· Problem Solving and Judgement
· Organizational Awareness
· Teamwork and Collaboration
Deliverables:
Implementation Phase
· Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
· Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
· Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
· Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
· Ensure compliance with organizational security policies and data protection standards.
· Develop migration plan for cut over and work with QA team to develop test scenarios.
· Document system architecture, configurations, processes, and user guides.
· Provide training and support to internal users during and after implementation.
Operation Phase
· Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management
· Monitor system performance, conduct evaluations, and proactively resolve technical issues.
· As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs
· Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts
· Stay current with Genesys platform updates, features, and industry best practices.
Notes:
Location: 4 days a month onsite (subject to change)
Public Sector Experience: No
Job Type: Fixed term contract
Contract length: 6 months
Pay: $70.60-$80.64 per hour
