Senior Systems Engineer; Genesys Cloud & Decagon

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

As a Senior Systems Engineer, you will lead the design, implementation, and management of advanced contact center solutions within Decagon (Chat AI) and Genesys Cloud platforms, suite of products and related integrations, ensuring high performance, scalability, and optimal customer experience. This role requires a seasoned professional with deep expertise in contact center technologies, excellent leadership skills, and the ability to drive innovation and improvements within the contact center environment.

This role will play a proactive role in improving our customer journeys and agent experience and delivering significant business value through Omni Channel/ CCaaS.

• System Architecture & Design:
  Architect and design complex contact center solutions (telephony, agent desktop, IVR, etc.) on Decagon (Chat AI) and Genesys Cloud platforms, ensuring scalability, redundancy, and seamless integration with other enterprise systems.
• Strategic Planning:
  Develop and implement a strategic vision for the contact centre infrastructure in alignment with organizational goals, and lead initiatives to enhance and modernize the contact centre technology stack.
• Technical Leadership &
  
  Collaboration:
  
  Provide technical guidance and mentorship to the contact center engineering team; collaborate with Technical Product Managers, Agile Product Owners, and business stakeholders on the product vision and roadmaps. Prepare detailed requirements for internal and external stakeholders on feature upgrades, defect resolution, or other relevant queries to enhance the current system functionalities.
• Requirement Elicitation & Analysis:
  Consult with multiple business and operations stakeholders to elicit, define, analyze, and document requirements, converting business problems into complete user stories for backlog prioritization.
• Performance Optimization & Troubleshooting:
  Lead proactive monitoring, advanced troubleshooting, and performance analysis of contact center systems, taking ownership of escalated technical issues and implementing enhancements to prevent recurring issues. Conduct in-depth analysis of contact centre performance metrics and implement optimizations.
• Project Management:
  Lead contact centre-related projects, managing timelines, resources, and deliverables.
• Governance & Compliance:
  Prepare and support key technical artifacts to comply with IT Governance, Risk Management, Security, Compliance, and Legal requirements and ensure security measures are put in place to protect sensitive customer data.
• Vendor & Portfolio Management:
  Help manage relationships with third‑party vendors and evaluate technology partner solutions to ensure optimal delivery.
• Training & Development: conduct training sessions for the contact centre team and…