Job Title: Director- Contact Centre
Job Type: Permanent- Full time
Location: Toronto
DIRECTOR for Contact Centre Solutions:
As the leader of the Assisted Channels and Service Delivery, Technology Contact Centre Solutions team, you will be managing a tight-knit organization that is defining the future of Contact Centre Banking using the latest technologies and design concepts. Strong team/ people management with extensive technical knowledge and experience in similar size organizations is integral to your success as your ability to define a vision and strategy for the Contact Centre Technology. Thought leadership comes not only from you as the Director of Contact Centre Banking but from the entire team through a consultative and engaging work environment. Success is measured by creativity, pace, quality of solutions, and delivering on what we promise.
The Director will be responsible for Planning and Execution of the Contact Centre technology roadmaps (ongoing transformation including platform evolution, currency and maintenance) as it relates to the bank’s Contact Centre Strategy and help drive the organizations DevOps transformation. He or she will also be accountable and oversee day to day support and implementation of all Contact Centre Solutions releases. This role reports directly to the Managing Director for Assisted Channels & Service Delivery.
The ideal candidate will possess the following attributes:
- University degree in Computer Science or Engineering or equivalent experience
- Experience leading a department of 50+ staff (5 direct reports) and multiple major projects of 25+ staff across the entire project lifecycle
- Proven understanding of Enterprise Software Development Life Cycle and strong engineering principles (Development, Service Delivery and QA) preferably in Banking Contact Centre/ Branch technologies space
- Experience with agile / iterative development methodologies,
- Experience managing vendors and 3rd party providers relationships and contracts
- Manager intake items for Contact Centers
- Interface with the business
- Strong communication, listening and interpersonal skills – brings out the best in people, motivates to win, leads with empathy and collaborates horizontally
- Track record of innovation and technical evolution
- Experience in strategy development and business planning (including financials and budgeting)
- Excellent analytical and problem-solving skills
- DevOps, CI/CD development processes and tooling (e.g. Bitbucket, Bamboo, Sonarqube, Ansible, Artifactory, Jira, Confluence)
- Experience in implementation of Cloud based solutions is an asset
- Knowledge of Contact Centre Technology is an asset