Service Designer - Enterprise Voice Services

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

Job summary

A leading bank is looking for a Service Designer for Enterprise Voice Services. This role involves overseeing project activities to deliver high-quality voice services, managing vendor relations, and ensuring compliance with governance policies. Ideal candidates are experienced in voice solutions, particularly Microsoft Teams, and demonstrate strong analytical and project management skills.

Benefits

Competitive salary

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

Qualifications

• Experience in end-to-end service design in enterprise environments.
• Strong knowledge of Microsoft Teams Phone and Cisco voice platforms.
• Familiar with service lifecycle including architecture and migration.

Responsibilities

• Lead design and definition of new voice services.
• Manage vendor relationships and ensure service performance.
• Track and manage service-related budgets.

Skills

Analytical Thinking

Project Management Technology

Technical Leadership

Technical Consulting

Emerging Technologies

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

As a member of CIBC’s Employee Technology Services team, the Service Designer - Enterprise Voice Services is a seasoned expert responsible for overseeing the day-to-day project activities to ensure the delivery of high quality, secure and cost effective Enterprise Voice Services that meet or exceed all customer expectations.A thought leader that leads and manages the planning, design, development, transformation and onboarding of new and existing Enterprise Voice Solutionsin all regions where CIBC operates (e.g. Canada, US Europe and Asia).An SME on contract negotiations, vendor management, TAG (Technology Acquisition Guide) and Technology Standards.

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

• Roadmap Building & Life Cycle Planning - Collaborate with architecture and engineering teams to define the voice services roadmap, aligned with enterprise communication strategy. Maintain and update service lifecycle plans, including onboarding, maturity, and retirement stages of voice platforms. Identify service evolution opportunities through continuous feedback loops, end-user data, and technology trends (e.g., Cisco to Teams migration). Consult with industry experts (e.g. Gartner) on emerging trends and best practices.
• Service Introduction - Lead the design and definition of new voice services, ensuring end-to-end readiness across user experience, support, and operations. Coordinate service validation, testing, and rollout planning in collaboration with technical and business stakeholders. Develop service documentation, training materials, and onboarding plans to support adoption and minimize disruption.
• Service & Vendor Management - Manage relationships with key voice service vendors (e.g., Cisco, Microsoft), ensuring SLAs, roadmap alignment, and escalation paths are in place. Oversee service performance, availability, and continuous improvement based on usage metrics and customer feedback. Ensure smooth vendor transitions or integrations (e.g., decommissioning Cisco systems, onboarding Microsoft Teams voice solutions). Ensure Vendors present annual updates to their roadmaps for existing services.
• Governance, Policy & Standards Oversight - Ensure all voice services align with organizational IT governance, security, compliance, and data retention policies. Contribute to the creation and maintenance of service standards and operational playbooks. Participate in architecture review boards and technical governance forums as the voice services representative. Ensure that CIBC policies and standards are followed for the Services being managed.
• Financial Management - Track and manage service-related budgets, including licensing, infrastructure, and vendor costs. Provide financial insights to support make-vs-buy decisions and long-term service planning. Identify opportunities for cost optimization, including license rationalization and vendor consolidation.
• Cross-functional Relationships - Maintain regular contact with technology Service Designers, Managers, Lead Infrastructure Engineers, and senior management. Maintain effective working relationship with all Service Designers and Service Managers in ETS. Facilitate effective communication and decision-making across stakeholder groups to ensure service alignment and transparency. Support organizational change management by engaging with end-users and champions to drive adoption and satisfaction.

Who you are

• You can demonstrate experience in. end-to-end service design, particularly in large-scale enterprise environments. Skilled in journey mapping, service blueprinting, stakeholder workshops, and identifying service gaps or friction points across voice and communication systems. Strong working knowledge of enterprise voice solutions with specific expertise in Microsoft Teams Phone. Experience supporting or leading the transition from Cisco Voice platforms to Microsoft Teams, including considerations across, call routing and dial plans, ABG’s, auto attendants, queue’s, SIP trunking and SBC (Session Border Controller) integration. End-user adoption and change management and decommissioning of legacy Cisco infrastructure. Familiar with the full lifecycle, from architecture and migration planning to deployment and post-transition service optimization. Familiarity with MS SBA solution’s and Oracle OSDMC is an asset.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You love to learn. You're passionate about growing your knowledge. You have a strong sense of curiosity.
• 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, 14th 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