Agilus by Synergie is recruiting for a CC AI Technical Lead in the Insurance Sector in a hybrid work environment in Waterloo, Ontario. Responsibilities: • Design and implement voice, chat and other digital contact center solutions. • Design and implement generative AI solution that bring automation and efficiencies to contact center • Plan, document, and support the configuration of contact center supporting solutions • Identify opportunities using CCaaS changes, Generative AI or automation to improve call center metrics, such as handle time, wait times, and containment. • Lead the integration design efforts for GenAI solutions for contact center. • Serve as a hands-on technical lead in designing and implementing complex contact center solutions. • Mentor and guide the development team, promoting a collaborative, hands-on technical culture. Successful candidates will have: • Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field. • 7+ years’ experience working with an enterprise level Contact Center as a platform such as Five9, Google Gemini Enterprise CX, Amazon Connect, or Genesys. • Experience with CTI integration with Salesforce or other commercially available CRM systems • Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform. • Experience in designing and building chatbot and/or voicebot leveraging generative AI cloud solutions such Google Dialogflow or Amazon Lex. • Strong proficiency in Java, Python and Node.js for backend service integration with CCaaS or AI applications. • Understanding of API security standards (OAuth, JWT), and RESTful/GraphQL services. What's in it for you: $120000.00 - $145000.00 annually Opportunity to join one of the fastest growing Canadian Insurance brands and deliver leading edge techniology initiatives! Soft skills: Strong Communication skills (verbal and written) excellent organizational and time-management abilities This posting is for an active opening.