Director Contact Centre Strategy Design
Director Contact Centre Strategy Design
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats right for our clients.
At CIBC we embrace your strengths and your ambitions so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC please visit CIBC
What youll be doing
As a member of CIBCs team The Director Contact Centre Strategy & Design is a seasoned professional responsible for providing direct application delivery services and production support undertaking new initiatives and base essential support applications. You will apply leadership skills and technical expertise to direct manage and support large and critical applications on a day to day basis leading internal change initiatives in alignment with ongoing technological changes. You will manage relationships with internal partners and vendors to drive change maintain continuous business communications and proactively assess any disruption in application functioning. In addition you will lead the ongoing operations of applications and infrastructure in production adhering to operational standards vendor governance and business requirements. You will also drive innovation across areas of responsibility applying expert interpersonal communications and problemsolving skills.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of onsite and remote work) will be discussed at the time of your interview.
How youll succeed
Delivery FocusedWork closely with internal partners to determine negotiate and manageprojects to the agreed upon timeline. Monitor financesidentify opportunities for improvement and recommend appropriate your leadershipimplementprojects in a timely fashion that are of high quality low cost and on budget.
People LeadershipLead and coach a high performing group team of individuals. Direct motivate and develop your team maximizing their contributions and professional growth. Share knowledge and collaborate to come up with effective solutions to problems.
Relationship ManagementWork closely with project teamsexecutives stakeholders and business partners to develop and implement application programs. Impact and improve the business by advising application owners on the technology implementation possibilities and requirements.
Moderate the Solution Creation Process Lead facilitate and coordinate the solution design including ensuring alignment across multiple workstreams.
Adhere to Standards Information Security and Risk Ensure strong accountability of ensuring solutions and designs adhere to current standards and adapting to new standards. Ensure solutions meet these standards and pass all internal and external standards
Who you are
You are a seasoned technical leader with strong experience developing technical designs/solutions for Contact Centre projects specifically for the supporting existing contact center systems as well transformation initiatives such as Modern Desktop CCaaS NLP Salesforce IVR Genesys Cloud CX WFM Intradiem Flex etc. It is an asset if you have experience transforming out Collections Management systems and engaged in implementing and driving a new strategic solution.
You have strong technical leadership skills. Act as the lead technical authority to build fundamental process for SDLC design promote design driven project delivery partner with cross LOB technology teams and external partner to drive optimal solutions and lead industry practice as well as support Contact Centre Technology delivery team with all BAU activities and upcoming complex transformation projects. Its an asset if you have fulfilled leadership roles for major initiatives with the responsibility authority and discretion for decisionmaking.
You have highly developed analytical and conceptual skills. You are adept at developing efficient and effective solutions to diverse and complex problems.
Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
What CIBC Offers
At CIBC your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career rather than just a paycheck.
We work to recognize you in meaningful personalized ways including a competitive salary incentive pay banking benefits a benefits program* defined benefit pension plan* an employee share purchase plan a vacation offering wellbeing support and MomentMakers our social pointsbased recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation please contact
You need to be legally eligible to work at the location(s) specified above and where applicable must have a valid work or study permit.
We may ask you to complete an attributebased assessment and other skills tests (such as simulation coding French proficiency MS Office). Our goal for the application process is to get to know more about you all that you have to offer and give you the opportunity to learn more about us.
Job Location
Toronto81 Bay 17th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Agile Methodology Application Development Coaching Contact Center Management Contact Center Strategy Decision Making Enterprise Technologies IT Vendor Management Leadership People Management Solutions Design Stakeholder Management Technical Architecture Waterfall ModelRequired Experience:
Director
Employment Type
Full-Time
