Lead System Architect/Engineer

Position Summary

We are seeking a Lead System Architect / Engineer to design and oversee the technical architecture of the CCaaS platform for the Government of Canada. The ideal candidate will be responsible for ensuring that the CCaaS platform integrates seamlessly with existing systems, including Workforce Management (WFM), knowledge management systems, and third-party applications. This role requires extensive experience in designing secure, scalable cloud-based architectures that comply with Protected B data requirements and ITSG-33 security frameworks. The candidate will also oversee the technical integration of emerging technologies such as AI and machine learning into the CCaaS solution.

Key Responsibilities

- Architecture Design: Lead the design of the CCaaS solution architecture, ensuring that it integrates with existing systems (e.g., WFM and legacy systems), and meets government standards for security and scalability. 
- Cloud Security: Ensure that the architecture adheres to Protected B data security and ITSG-33 compliance, implementing best practices for securing sensitive government data. 
- Technology Integration: Lead the integration of new technologies, including AI, speech analytics, and machine learning capabilities into the contact center platform. 
- Performance Optimization: Ensure the architecture is designed for optimal performance, scalability, and cost efficiency, particularly during periods of peak usage across multiple contact centers. 
- API Management: Oversee the development and management of APIs to ensure seamless data exchange between CCaaS, WFM, and third-party systems, ensuring that the platform supports real-time data access and reporting. 
- Collaboration with IT Teams: Work closely with Shared Services Canada (SSC) and other government IT teams to ensure the solution architecture aligns with federal cloud standards and future-proofing strategies. 
- Documentation: Produce and maintain detailed architectural documents, design specifications, and security assessments. 
- Governance: Provide oversight for ongoing architectural governance, ensuring that all technical decisions align with the project’s strategic goals and comply with federal policies

Reporting Structure

Reports to the Project Leader and works directly with IT and security teams within the government, as well as key external partners.

Location

Primarily based in Ottawa, with occasional travel to contact centers for in-person training and support

Technical Skills

Extensive expertise in cloud security, API integrations, and designing scalable architectures compliant with ITSG-33 standards.

Qualifications

- 10+ years of experience in system architecture design for large-scale government IT projects, particularly involving cloud-based contact center platforms. 
- Expertise in securing cloud environments and data in compliance with Protected B and ITSG-33 standards. 
- Strong background in API design and system integrations, particularly in hybrid cloud environments with multiple legacy systems. 
- Experience with emerging technologies like AI, speech analytics, and machine learning within contact center environments. 
- Proficiency in Agile/Waterfall methodologies, with a focus on scalable, high-performance solutions. 
- Certifications such as AWS Certified Solutions Architect, CISSP, or other cloud security credentials are highly preferred.g across diverse teams.