Work Location:
Montréal, Quebec, Canada

Hours:
35

Line of Business:
Technology Solutions

Pay Details:
$91,200 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

The Contact Center Chat, Routing & Infrastructure Product Group team is responsible for providing design guidance and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure).

Reporting to the Engineering Manager (Senior IT Manager), the successful candidate will help define and develop the Bank's North American Contact Centre infrastructure vision for a more-integrated, secure, global, and high performance. Specifically, you will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >10k agents spread across several sites in Canada and the US.

Success in this role will be determined by the successful candidate's ability to work closely with peers in engineering, delivery and operations, vendors, partners, collaborate with the business technology group, and finally, navigate the process of a large organization.

We are seeking a talented and experienced Engineer to join our team to design, implement, and optimize AI-driven customer service solutions using Cisco Webex CCE platform, Google DialogFlow and AWS/Amazon Connect platform. You will work closely with cross-functional teams to deliver seamless integrations with enterprise contact center systems.

The successful candidate will:

• Gather and understand technology directions and requirements through consultation with the business technology group, other technology teams, and vendors/partners
• Conduct research as needed to identify issues and gaps in the current services
• Contribute significantly to the identification of opportunities and provide recommendations to minimize risk, improve service capability, and reduce cost
• Lead in the design/redesign of telecom infrastructure solutions to provide greater business functionality and flexibility while reducing total cost of ownership
• Align to and apply enterprise technology strategy (e.g. assist in the development, approval, and enforcement of contact centre hardware/software standards, etc.)
• Design and enhance a contact centre infrastructure which optimally supports both business and technical objectives
• Apply governance processes and create the necessary documentation (e.g. Infrastructure & Application design document, cost estimates, risk assessments, approvals, etc.)
• Provide contact centre infrastructure thought leadership
• Engage and leverage suppliers to help resolve problems, demand innovation, and influence product design to accommodate current and future bank requirements
• Prioritize, monitor, track, and report progress of assignments

The applicant must possess:

• Expertise with Cisco's contact centre infrastructure approach, products, and technologies (e.g. UCCE, CUCM, CVP, etc.)
• Expertise with call flow functionality and thorough understanding of the CVP Comprehensive model
• Understanding of broader network, security, and enterprise implications of the contact centre design
• Attention to business priorities: experience, flexibility, speed, and cost

• Collaborate Across teams: Work closely with product owners, voice designers, and other engineers
• Monitor and Support: Set up observability and monitoring of solutions; troubleshoot complex production issues

The applicant must have:

• 5 yrs. experience with Cisco Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), and Cisco Unified Communications Manager (CUCM)
• 5 yrs. experience with Google DialFlow solution
• 5 yrs. experience with AWS/Amazon Connect solution
• 5 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. call recording, routing, reporting, IVR, CTI, IPT, etc.)
• 5 yr. in strategy and/or planning and/or development of large contact centre infrastructure including with design, integration, deployment, and upgrading
• Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal)

The applicant must have earned:

• Technical diploma or bachelor degree in Computer Science, and
• Cisco contact centre-related education or certification

• Google Cloud certifications (e.g., Professional Cloud Architect, Cloud Developer, CCAI Engineer)
• AWS certifications (e.g., AWS Certified Solutions Architect)
• Experience with Agent Assist, Speech-to-Text, Text-to-Speech, and Cloud Natural Language API
• Knowledge of DevOps practices and tools (e.g., CI/CD pipelines, Terraform, Kubernetes)

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet