Contact Center Solutions Architect

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Position Highlights:

As a Contact Center Solutions Architect, you will partner with customers to design, build, and deliver innovative contact center and customer experience solutions powered by Genesys Cloud. This role blends technical leadership with consultative expertise to ensure that customer goals align with Genesys’ strategic vision and best practices. You will drive successful project delivery by providing architecture guidance, fostering customer trust, and ensuring seamless integration of Genesys technologies.

ICBC is looking to leverage the Genesys Cloud Contact Center solution to improve our customer experience through effective use of the capabilities and features for our Contact Center Agents. Overall, this accounts for over one thousand agents supporting our various lines of business including Auto Insurance, Claims and Drivers Licensing for BC drivers. 

Key Responsibilities:

• Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers.
• Provide guidance to configure, integrate, and deploy Genesys Cloud solutions in alignment to best practices.
• Collaborate with Business leaders and SME to define project scope, deliverables, and timelines as it relates to the delivery of Genesys capabilities and features.
• Collaborate with IT architects internally, vendors and external partners and system integrators (Sis) to provide solutions architectures and designs four our Contact Centers.
• Provide technical mentorship and training for internal teams and customers.
• Identify and resolve engagement-related challenges proactively, escalating issues when appropriate.
• Guide the IT Contact Center team to bets practices where required in having oversight to the overall technical solutions architecture and design.
• Deliver presentations and provide consultations with internal business leads and IT leadership as the subject matter expert in the Contact Center Solutions Domain. 

Position Requirements:

• Bachelor’s degree in computer science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience)
• 5-7 years of relevant professional experience, including at least 3 years with Genesys Cloud solutions with expertise in Genesys Cloud CX3 capabilities and App Foundry development practices.
• Understanding and practical knowledge in CISCO Telephony and networking solutions.
• Strong proficiency with Amazon Web Services (AWS) and firsthand experience with application development using APIs, JSON, and JavaScript.
• Sound understanding of IT Security best practices relating to Genesys Cloud Security and Contact Center Solutions Security as a whole.
• Demonstrated ability to lead large-scale, fast-paced technical projects.
• Proven skills in communicating complex technical concepts clearly and effectively. And ability to develop and present from IT technical leads to senior management leads.
• Familiarity with diagnostic and documentation tools such as Wireshark, Microsoft Visio, and Microsoft Office Suite.
• Strong written and verbal communication, including escalation management.
• Customer-centric mindset with strong problem-solving and organizational skills.
• Ability to manage time effectively and work independently or in collaborative team environments.

Position Information:

• ICBC provides comprehensive and flexible benefit coverage to all eligible employees including a defined benefit pension plan.
• Three options of health and dental coverage. Two of those options fully paid by ICBC and with access to Flex credits.
• 100% employer paid life insurance, long term disability and travel insurance.
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks plus 85% of your pay for a subsequent period of up to 9 weeks.
• Additional optional insurance coverages.
• Only candidates legally entitled to work in Canada will be considered for this position.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Resident – you will work at your primary in-office headquarters on all scheduled work days.
• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 
• Hybrid 10 – you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. 
• Mobile – you will work a significant amount of time in the field, in addition to working from an office and optionally working remotely within British Columbia. 
• Remote – you will work remotely from within British Columbia, with one required visit to your primary office per month.

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