Software Engineer – Contact Centre Innovation & GenAI

Job Summary:

We are seeking an experienced Senior Software Engineer to support the development of innovative cloud and Generative AI (GenAI) solutions for our contact center platforms across Canada, Asia, and the United States. The successful candidate will play a key role in designing, developing, and implementing scalable software solutions that enhance customer experience and operational efficiency.

Key Responsibilities:

• Design, develop, and implement cloud-based applications and platform capabilities.
• Build and support GenAI-powered solutions for contact center operations.
• Collaborate with cross-functional teams to deliver software, cloud, DevOps, and AI initiatives.
• Create and maintain technical documentation, including solution designs, data models, APIs, and integrations.
• Contribute to software engineering standards, best practices, and reusable frameworks.
• Support the adoption of modern software development and deployment processes.
• Ensure solutions are scalable, secure, reliable, and maintainable.

Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• 8+ years of software development experience.
• Strong full-stack development experience with enterprise applications.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of DevOps practices, CI/CD pipelines, and modern software delivery methods.
• Experience building APIs, microservices, and distributed systems.
• Exposure to Generative AI technologies and AI-enabled applications is preferred.
• Strong problem-solving, communication, and collaboration skills.

Preferred Experience:

• Experience with contact center technologies and customer experience platforms.
• Knowledge of Large Language Models (LLMs), AI frameworks, and cloud-native architectures.
• Experience working with global and cross-functional teams.