Director CCaaS Development
Director CCaaS Development
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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
What youll be doing
As a member of CIBCs Contact center technology team the Director Contact Center as a Service (CCaaS) Development is a seasoned professional in leadership and coaching 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 maintaining continuous business communications with them to 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 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.
Who you are
You are a seasoned technical leader with 8 years experience in technical architecture solution design or project management focused in Contact Center technologies such as Genesys IVR Dialer Verint Five9 Amazon Connect Google NICE etc.
You have fulfilled leadership and advisory roles for major functions and/or initiatives with the responsibility authority and discretion for decisionmaking.
You also have a technical background sufficient depth and breadth to be able to recognize and successfully exploit opportunities for effective development or usage of IT and lead/guide fully experienced technical specialists.
You are a bold and authentic leader.Youre passionate about developing and coaching to bring out the best in people. You have led diverse high performing teams.
You embrace and champion change.Youll continuously evolve your thinking and the way you work in order to deliver your best.
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 work to recognize you in meaningful personalized ways including a competitive compensation a banking benefit* wellbeing support and additional offers such as employee and family assistance programs 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.
*Subject to 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.
Expected End Date
Job Location
Toronto81 Bay 17th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Application Development Coaching Decision Making Enterprise Technologies Leadership People Management Solutions Design Stakeholder Management Technical Architecture Waterfall ModelRequired Experience:
Director
Employment Type
Full-Time
