Director, Contact Centre Technology

2 weeks ago

Old Toronto, Canada CIBC Full time
We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s 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 you'll be doing

As a member of CIBC’s team, the Director, Contact Centre Technology 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. The role applies 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. The Director, Application Development manages relationships with internal partners, maintaining continuous business communications with them to proactively assess any disruption in application functioning. In addition, the role leads the ongoing operations of applications and infrastructure in production, adhering to operational standards, vendor governance and business requirements. The role drives innovation across areas of responsibility, applying expert interpersonal, communications, and problem-solving skills.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you'll succeed

Delivery Focused – Work closely with internal partners to determine, negotiate and manage projects to the agreed-upon timeline. Monitor finances identify opportunities for improvement and recommend appropriate solutions. Under your leadership implements projects in a timely fashion that are of high quality, low cost and on budget.

People Leadership – Lead 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 Management – Work closely with project teams, executives, 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. You have 10+ years of demonstrated experience in technical architecture, solutions design, project management, and senior executive stakeholder management. It is an asset if you've experience in Contact Centre ECCO applications - IVR, Dialer, Verint, WFM, SBC, and Genesys along with end-to-end ownership of applications. In addition, experience with CCaaS or NLP is nice-to-have.

You have strong leadership skills where you have fulfilled leadership and advisory roles for major functions or initiatives with the responsibility, authority and discretion for decision-making. 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 have highly developed analytical and conceptual skills. You are adept at developing efficient and effective solutions to diverse and complex problems.

You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high-performing teams.

You embrace and champion change. You'll continuously evolve your thinking and the way you work to deliver your best.

You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision

Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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, points-based 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.

Job Location 81 Bay Street, 4th Floor

Employment Type Regular

Weekly Hours 37.5

Skills Application Development, Coaching, Decision Making, Enterprise Technologies, Leadership, People Management, Project Management, Solutions Design, Stakeholder Management, Technical Architecture #J-18808-Ljbffr

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