Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$114,000 - $154,000 CAD

The pay details posted reflect a temporary market premium specific to this role that is reassessed annually.

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 Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design 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).

Specifically the CCT Solution Engineer will:

• Provide domain-specific solution Engineering for Contact Center and Voice technologies,
• Develop solution designs and costing for business and IT initiatives, and is responsible for defining the functional and infrastructure designs of these solutions

Provide subject matter expertise for standards development, making technical recommendations and delivery of proven solutions.

Reporting to the Senior IT Manager, CCT Solution Engineering, the successful candidate supports the development of a consolidated enterprise-wide vision for all contact center applications/infrastructure and ensures that that they are integrated. This includes not only the current state but also the 3 to 5-year objective. Specifically, he/she will be responsible to design contact center solutions, particularly self-service, voice authentication and routing technologies, including infrastructures, interfaces, customized decisions, security compliance, quality control and availability for delivery ensuring alignment with the CCI strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps 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 Architecture and Operations, collaborate with the business technology group, and navigate the process of a large organization.

The holder of this position must master both the technical aspects of the environment and the operations of the different business units the Enterprise. It is imperative that the holder have extensive knowledge of how contact center work to understand and analyze needs.

Accountabilities

• Operate in the Next Evolution of Work (NEW) which is focused on agile methodology.
• Design and maintain solutions for the contact centre environment and integrates application components
• Supports enterprise architecture planning projects in terms of technology solutions for contact centres that are undertaken in 5 phases: (1) evaluating the existing situation, (2) analyzing industry trends (3) understanding the business unit’s vision and strategy, (4) developing IT strategies and targeting the architecture, and (5) recommending a transition plan
• Technical lead in project delivery and create the necessary documentation (e.g. Infrastructure design specifications, Functional diagrams, System design specifications, etc.)
• Engage and leverage suppliers to help resolve problems, demand innovation, and influence product design to accommodate current and future bank requirements.
• Develops, implements and promotes standards and best practices for contact centre solutions
• Ensures that projects are strategically aligned and that integration problems have been solved
• Monitors and escalates with various stakeholders/suppliers with respect to the quality and functionalities of voice and contact center applications
• Proposals operational alternatives to production approaches in order to improve the chances of success and mitigate the risks.

Qualifications:

Proven experience as a Cisco Call Routing Developer or similar role in Unified Communications.

In depth knowledge of:

• Cisco Unified Contact Center Enterprise (UCCE)
• Cisco Customer Voice Portal (CVP)
• Cisco Unified Communications Manager (CUCM)
• Cisco Intelligent Call Manager (ICM) scripting
• Experience with voice gateways, SIP trunking, and VoIP technologies.
• Familiarity with integration of third-party tools (e.g., Salesforce, Genesys, NICE, or similar platforms).
• Strong understanding of IVR (Interactive Voice Response) systems and VXML programming.
• Knowledge of networking protocols (SIP, RTP, TCP/IP).
• Java development, ability to write and understand Java code (Required)
• The holder must be meticulous, inventive with excellent documentation skills
• Work well in both an independent and team context (e.g. consensus, etc.),
• Familiar with complex automated systems and practices for managing project/tool life cycles
• Leadership qualities and Training/coaching skills
• Analyze information, organize, manage competing priorities, solve problems, and communicate/present clearly (both verbal and written),
• Good ability to summarize, analytical by nature, detail-focused
• Develop and grow excelling working relationships with colleagues and vendors

Experience and Education:

• 10 yrs. in the contact centre domain with a variety of technologies and contexts (e.g.  Telephony, call recording, routing, reporting, IVR, CTI, IPT, WFM etc.)
• 5 yrs. experience with Cisco  Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), and Cisco Unified Communications Manager (CUCM),
• 3 yrs. in planning and development of large contact centre infrastructure including design, integration, deployment, and upgrading,
• Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal),
• Degree in computer science or engineering
• Cisco contact center related education or certification (ideal)

Hybrid = 2 days a week in the office

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