Your role:

• Understand the Bank’s strategy, business issues, and operational reality in order to transfer these aspects into contact centre solutions that will support the omnichannel experience, and propose strategies to support their implementation
• Contribute to the target architecture and transformation roadmap of the Bank’s contact centre ecosystem, while integrating new capabilities in conversational AI, voice biometrics, etc.
• Actively participate in defining and providing end-to-end experiences for clients and employees
• Provide project support while ensuring that the solutions implemented comply with the Bank's architecture guidelines
• Contribute to the sound development of the applications portfolio: obsolescence, technical debt, and simplification of the overall IT ecosystem
• Monitor and keep abreast of innovative business and IT trends and best practices in your field
• Serve as a professional reference and offer expertise and advice to the business line and our colleagues in IT

Required competencies:

• Completed bachelor's degree in a related field and 10 years of relevant experience, or completed master's degree in a related field and 8 years of relevant experience
• Natural leader, influencer, innovator, and communicator
• Mastery of contact centre ecosystem concepts, technologies, and solutions (e.g., Call Flow, Voicebot/Chatbot, IVR, WFM, Click To X, voice biometrics, API, data flows (streaming), security, Cloud, DevOps, etc.)
• Knowledge of contact centre platform integration, CRM, and telephony systems
• Bilingualism, both spoken and written (English and French)

Preferred competencies:

• Experience in omnichannel architecture
• Genesys Cloud and AWS Cloud certifications, an asset
• Experience as a Senior Architect delivering several major projects in a large company

Your benefits:

Upon hiring, you’ll be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

• Health and wellness program, including many benefits
• Flexible group insurance
• Defined benefit pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Community involvement program
• Telemedicine
• Virtual sleep clinic

These are just some of the many benefits we offer. Due to the current pandemic, our entire team is working remotely. We’ve also rolled out several additional measures to ensure your health, safety, and well-being during the pandemic.