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Sr. Technical Delivery Lead (Genesys CCaaS)

346494BR
Technology Solutions
Toronto, ON
May 9, 2022

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think “TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organisations across all lines of business at TD, in Canada and in the US. As TD is planning the design and deployment of the next wave of technologies advances in this field, the organisation is looking for exceptional professionals to join the new program team that will lead this technology and business transformation. With access to leading tools and technologies, this role will contribute to the construction of the next generation contact centre platform in the industry.

This role has a wide reach across our colleague communities. You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, and omni-channel application specialists from the bank and our partners.

Job Description

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think “TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story:

Individual Accountabilities:

  • Responsible for managing the end-to-end delivery of the CCaaS (Contact Centre As A Service) Service Layer capabilities. Service Layer is the middle tier that will be used to connect the Genesys platform on the Azure cloud to TD’s backend / Systems’ APIs

  • This role is part of the program technology stream leadership, and encompasses the planning, building, delivery, and steady state operations/support enabling and reports to the program technology executive.

  • Lead and drive the planning and Agile-based delivery of functions and services to TD Shared Services platform which operates across all market segments.

  • Drive the solution via collaboration with different stakeholders including Architecture, Solution Designers, LOB SMEs and external vendors

  • End to end technical leadership of the Service Layer API creation

  • Driving to the committed objectives, from a timeline, budget, and quality aspects of the program

  • Managing multiple development teams, including architect, solutions designer, user experience specialist, configurators, and developers

  • Managing the work, quality and delivery of solutions provided by an external vendor/s

  • Providing expertise and strategic counsel to business and technology leadership teams

As part of the role, you will be:

  • Engaging executive stakeholders appropriately to review program progress obtain input, validation, and approval of key decisions

  • Engaging with line of business and technology project teams on related project deliverables

  • Facilitating key strategic discussions and providing thought leadership to executive audience (output may include strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.)

  • Providing coaching, mentorship, and guidance to practitioners, interact with business to refine requirements and grooming stages, manage expectations with business and IT executives within area of expertise

Requirements

  • Engineering or Master’s degree in computer science or equivalent

  • Proven progressive experience of 7 to 10 of years in large-scale application development, at least 5 of them in a technical delivery leadership role

  • Experience in delivery of APIs and familiarization with API related technologies, such as RESTful, Java, Spring Framework, Webservices, Authentication protocols etc.

  • Experience and understanding of design principals (UML, Design Patterns) and having a track record of taking a solution from architecture level all the way through SDLC, including L3 support

  • Business acumen

  • Technology thought leader

  • Services industry orientation

  • Employee experience championship

  • A plus: experience with Cloud based technologies, such as Azure as well as understanding of Containers and Kubernetes

Key Leadership behaviours:

  • Business acumen

  • Technology thought leader

  • Services industry orientation

  • Employee experience championship

Key Capabilities:

  • Technically strong with foundation across multiple application domains and development methodologies with a deeper expertise in implementing solutions in complex environments at scale

  • Proven track record in delivering on commitments

  • Experienced in people management as well as talent and leadership development

Additional Information

Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Industry

  • Banking

  • Financial Services

  • Insurance

Job Functions

  • Application Design and Development Lead

  • Development Team Lead and Management

Employment Type
Full-time

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.