Senior Solution Designer, Contact Centre Technology

Canadian Imperial Bank of Commerce; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Join a leading bank in Toronto as a technical lead for the Client Servicing Technology team, focused on delivering innovative solutions for the Contact Centre. This role requires significant experience in technology integration and user experience, ensuring optimal design and functionality to meet business needs. You'll engage with senior leadership and collaborate with technology partners to drive transformative initiatives and strategies in a supportive and inclusive environment.

Benefits

Competitive salary

Incentive pay

Benefits program

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

Recognition program

Qualifications

• 5+ years' experience in Contact Centre Solution Design.
• Experience in User Experience, Contact Centre Technology Integration.
• Strong interpersonal and leadership skills.

Responsibilities

• Lead functional design and delivery of technical solutions for Contact Centre.
• Provide consultation for technology infrastructure and user requirements.
• Collaborate with technology partners and lead migration strategies.

Skills

Analytical Thinking

Application Development

Database Management Systems (DBMS)

Emerging Technologies

Project Management Technology

Technical Consulting

Technical Leadership

User Requirements

Work Collaboratively

Job description

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 CIBC.com

What you'll be doing

You will be joining CIBC's Client Servicing Technology team where you will be responsible for leading the functional design, development and delivery of technical solutions to support the Contact Centre multiyear transformational strategies and programs. Spanning the depth & breath of CIBCs end to end Contact Centre CX & UX technology ecosystem, you will provide Consultation for Senior Leadership on a wide spectrum of existing and emerging infrastructure technologies, translating user requirements to process and data requirements and developing solutions for the business with far-reaching impact. You will also provide technical leadership & guidance to develop precise steps and processing logic across all platforms, ensuring the designed specifications achieve business needs. You will also makes technology selection decisions that are often made in situations where business requirements are not completely defined.

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

• CX and UX Strategy: Support CCaaS, Cloud CX, IVR, AI voice and Chat Bots, Predictive and Contextual Routing, Passive Voice Authentication, Natural Language, Dialer, Chat, Voice networking and Toll technologies, Skill based Routing, Call Recording, Process & Speech analytics, Agent Desktop Modernization with Salesforce (highly orchestrated & Automated Remote UX) , CTI, Softphone, Chat & Omni Channel. WFM, Desktop process analytics, Speech AI, SBC & Toll.

• Technical design: Conduct appropriate documentation and leverage modelling techniques for agreed software design standards, patterns and methodology to determine overall solution for functional and non-functional requirement.

• Collaboration: Partner with Contact Centre Technology providers such as Genesys CX & Engage, Verint CR QM SA DPA & WFM, Microsoft Office Tools & Voice Products, CISCO, Oracle, Jabber.

• Contact Centre Migration Strategy: Collaborate with Business, Technology Service Teams & Vendors to Consult, Lead, plan highly complex & Highly Integrated Contact Centre Migration strategies.

Who you are

• You have 5+ years' experience in: Contact Centre Solution Design including User Experience, event data analysis, Contact Centre Technology Integration, Passive voice authentication, CTI and Voice & telephony integration, Salesforce transformation & integration as well as OMNi Channel communication Chat, Co-Browse and Social Media product delivery. It is an asset if you have strategic design and planningexperience with large financial institution technology ecosystem.

• You have strong interpersonal skills. Solid verbal and written communication skills to interact with various levels of Business, technology and leadership teams.

• You have solid leadership skills. You have the ability to lead and work as part of a team.

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

#LI-TA

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 [e-mail]

• 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.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Application Development, Database Management Systems (DBMS), Emerging Technologies, Project Management Technology, Technical Consulting, Technical Leadership, User Requirements, Work Collaboratively