This role is hybrid and requires you to be at our downtown Toronto and/or Client office.

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

• Design and implement voice biometric solutions using Nuance for secure and frictionless customer authentication.
• Architect and deploy Genesys Cloud / Engage CCaaS solutions, including routing, IVR, call flows, and digital engagement.
• Integrate Nuance voice biometric systems with Genesys Contact Center infrastructure.
• Work with cross-functional teams (security, compliance, application development) to ensure seamless end-to-end deployments.
• Optimize existing IVR flows and implement enhancements to improve customer experience and security posture.
• Monitor system performance and provide Tier-3 support for production issues related to voice biometrics and CCaaS.
• Collaborate with vendors like Nuance and Genesys to resolve issues and drive innovation.
• Develop technical documentation, solution design documents, and SOPs.
• Stay updated on the latest advancements in voice authentication, CCaaS, and conversational AI.