Senior Architect- Customer & Broker Engagement Technology

Job Title: Senior Architect- Customer & Broker Engagement Technology

Location: Winnipeg, MB / Calgary, AB / North York, ON (Hybrid)

Estimated Duration: Fulltime

At our client, we offer a hybrid work environment that provides flexibility in balancing in-office (2 days per week or approximately 15 hours per week in a client office) and remote work. You may work from any of the following locations: Winnipeg, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Quebec City, QC; Moncton, NB; or Dartmouth, NS.
Our client is one of Canada’s largest mutual insurance organizations, founded in 1896, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). With its National Headquarters in Winnipeg, the organization provides life insurance products and services throughout Canada and supports the distribution of personal and business insurance nationwide. Our client serves more than 1.7 million members across Canada and employs over 3,300 individuals distributed across regions and communities. The organization is committed to giving back, contributing millions annually to charitable initiatives and supporting programs that address critical issues such as climate change. It has also been recognized as one of Manitoba’s Top Employers.
We are currently seeking dedicated, driven, and enthusiastic individuals who thrive in an environment that embraces change and are looking for opportunities to gain diverse experience and grow within a dynamic, evolving team.

Job Overview
Under minimal supervision, this role contributes to our client’s success by providing high-level design of enterprise IT solutions, developing enterprise technology roadmaps, and establishing architecture standards and principles to meet business objectives while considering the existing architectural landscape. The architect ensures IT solutions are designed and implemented in alignment with approved solution architecture.

Job Responsibilities

• Develop and maintain current state architecture models and artifacts across Business, Application, Data, and Technology domains
• Gather solution architecture requirements through collaboration with business and IT stakeholders, architecture standards, and reference models
• Define and document non-functional requirements
• Identify key business and technology drivers impacting application architecture, including legacy systems and evolving business needs
• Evaluate alternative approaches and define target state architecture aligned to project objectives
• Provide leadership and architectural guidance to delivery teams to ensure alignment with target state architecture
• Ensure compliance with enterprise architecture standards and principles
• Participate in design, prototyping, and proof-of-concept activities for complex or emerging technologies
• Review and approve architecture deliverables to ensure adherence to best practices and business requirements
• Promote reuse of services, patterns, frameworks, and standard tools
• Design external system integration architecture using SOA, APIs, and modern integration patterns
• Create and maintain design standards and provide guidance to delivery teams
• Develop enterprise application and technology roadmaps aligned to business and IT strategy
• Recommend continuous improvements to architecture practices
• Mentor and lead other architects to ensure consistent architecture practices
• Maintain confidentiality of sensitive information
• Perform additional duties as required

Qualifications

• 5+ years of Information Systems architecture experience
• 10+ years of full lifecycle solution design experience in mid-sized or large enterprises
• Bachelor’s degree in Computer Science, related discipline, or equivalent experience
• Ability to design logical and physical architectures across contact center platforms, CRM systems, integration layers, and security controls
• Experience acting as an architecture authority establishing standards for scalability, availability, security, and cost optimization
• Experience working with contact center operations, CRM product owners, and vendors
• Strong understanding of contact center operating models and their impact on customer experience and operational efficiency
• Experience with Genesys Cloud CX is an asset (routing, omnichannel, integrations, etc.)
• Experience with Salesforce CRM (especially Service Cloud) is a strong asset
• Experience integrating contact center platforms with CRM systems
• Strong understanding of integration trade-offs (latency, resilience, coupling)
• Knowledge of aligned platforms such as CX Cloud (Genesys + Salesforce) is an asset
• Understanding of enterprise AI considerations and responsible design practices
• Experience designing AI-enabled contact center or CRM solutions is an asset
• Knowledge of analytics and reporting across customer interaction platforms
• Experience in regulated industries such as insurance, financial services, or healthcare
• Relevant certifications (Genesys, Salesforce) are considered an asset