05 Aug 2026

CC AI Technical Lead

Waterloo, ON

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.

Interested?
Please apply directly online

Agilus by Synergie would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive; we may only be able to respond directly to those candidates being selected for an interview.
We encourage you to visit agilus.ca regularly or subscribe to our email alerts at agilus.ca/Account/Register as new exciting employment opportunities become available daily.

Job Code 156795

We value a diverse workplace.

Agilus by Synergie is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected.

Our recruiting process is human-centric and supported by AI. Our AI assistant may reach out to applicants for a prescreen. All results will be reviewed and evaluated by our Canadian based, human recruiting team.

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on Request.