Contact Centre Solution Designer

Capco – The Future. Now.

Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passionate business and technology professionals enjoy a unique environment where they are actively encouraged to apply intellect, innovation, experience and teamwork. We ware dedicated to fully supporting our world class clients as they respond to challenges and opportunities in: Banking & Payments, Capital Markets, Insurance, Wealth & Asset Management and Energy. Experience Capco for yourself at capco.com.

Let’s Talk About You

You want to Own Your Career. You’re serious about rising as far and as fast as your work and achievements can take you. And you’re ready to write the next chapter of your career story: a challenging and rewarding role.

Let’s Get Down to Business

Capco is looking for talented, innovative and creative people to join our incredible and growing Team focused on our financial services clients. We are looking for experienced talent exceptional domain expertise who can work directly with our clients on mission-critical projects.

About the Role

Junior Contact Centre Solution Designer
Location: Toronto (On-site 4 days/week) | Practice Area: Banking & Payments | Type: Contract

Design the future of real-time customer support

The Role
We’re looking for a Junior Contact Centre Solution Designer to support the design and implementation of a Real-Time Agent Assist capability. In this role, you’ll initially collaborate closely with external vendors to shape a scalable, customer-centric solution. As the project progresses, your focus will shift to hands-on implementation. This is an ideal opportunity for someone looking to develop their expertise in cutting-edge contact centre transformation.

What You’ll Do

• Collaborate with vendor teams to define and validate the Real-Time Agent Assist design

• Translate solution concepts into implementation plans and functional documentation

• Support the end-to-end configuration, testing, and rollout of contact centre solutions

• Act as a liaison between business users, IT, and vendor stakeholders to ensure alignment

• Provide operational and technical input during deployment phases

What We’re Looking For

• Proven experience in contact centre environments (e.g., telephony, CRM, agent workflows)

• Understanding of customer support operations and solution design principles

• Strong communication and documentation skills, with the ability to work across teams

• A proactive, solution-oriented mindset and eagerness to learn

• Ability to work on-site in Toronto 4 days per week

Bonus Points For

• Exposure to AI-enabled tools or agent assist capabilities

• Familiarity with real-time decisioning or speech analytics

• Experience working in financial services or regulated industries

• Prior involvement in vendor-led design or implementation projects

• Knowledge of cloud-based contact centre platforms (e.g., Genesys, Amazon Connect)

Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Comprehensive Benefits Coverage – 100% company-paid health, life, and disability insurance effective from Day 1 of employment
• Retirement Savings Program – Registered Retirement Savings Plan (RRSP) with the option of receiving a matching employer contribution
• Virtual Health Care – Company-paid program available to all employees and their dependents/partners
• Employee & Family Assistance Program (EFAP) – Company-paid support services for employees and their dependents/partners
• Parental Leave Top-Up – Enhanced parental leave benefits available from Day 1 of employment
• New Parent Gift – A company-sponsored gift to celebrate the arrival of a new child
• Wellness Support – Fitness reimbursement benefit to promote health and well-being
• Business Coach from Day 1: Personalized one-on-one coaching to support career growth, accelerate development, and help achieve your professional goals at Capco.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

For more information about Capco, visit www.Capco.com.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.