Software Engineer III

TD Bank; Quebec; On-site; CAD 91,000 - 137,000; Full time

Job summary

A leading financial institution in Quebec is seeking an Engineer to design and optimize AI-driven customer service solutions. The successful candidate will enhance contact center infrastructure, requiring expertise in Cisco technologies and strong collaborative skills. It offers a competitive salary package ranging from CAD 91,200 to CAD 136,800, along with professional development opportunities and a supportive work culture.

Benefits

Health and well-being benefits

Savings and retirement programs

Career development opportunities

Qualifications

• 5 years experience with Cisco Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), and Cisco Unified Communications Manager (CUCM).
• 5 years experience with Google DialogFlow solution.
• 5 years experience with AWS / Amazon Connect solution.

Responsibilities

• Gather technology directions and requirements through consultation.
• Conduct research to identify issues and gaps in current services.
• Design telecom infrastructure solutions for greater business functionality.

Skills

Experience with Cisco Contact Center Enterprise

Experience with Google DialogFlow

Experience with AWS / Amazon Connect

Collaboration across teams

Monitoring and support

Education

Technical diploma or bachelor's degree in Computer Science

Cisco contact centre-related education or certification

Google Cloud certifications

AWS certifications

Tools

Cisco UCCE

Cisco CVP

Cisco CUCM

Google DialogFlow

AWS

Job description

Work Location :

Montréal Quebec Canada

Hours : 35

Line of Business : Technology Solutions

Pay Details : $91200 - $136800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

The Contact Center Chat Routing & Infrastructure Product Group team is responsible for providing design guidance and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost shared infrastructure high-availability flexible and secure).

Reporting to the Engineering Manager (Senior IT Manager) the successful candidate will help define and develop the Banks North American Contact Centre infrastructure vision for a more-integrated secure global and high performance. Specifically you will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >

10k agents spread across several sites in Canada and the US.

Success in this role will be determined by the successful candidates ability to work closely with peers in engineering delivery and operations vendors partners collaborate with the business technology group and finally navigate the process of a large organization.

We are seeking a talented and experienced Engineer to join our team to design implement and optimize AI-driven customer service solutions using Cisco Webex CCE platform Google DialogFlow and AWS / Amazon Connect platform. You will work closely with cross-functional teams to deliver seamless integrations with enterprise contact center systems.

Successful Candidate Will

• Gather and understand technology directions and requirements through consultation with the business technology group other technology teams and vendors / partners
• Conduct research as needed to identify issues and gaps in the current services
• Contribute significantly to the identification of opportunities and provide recommendations to minimize risk improve service capability and reduce cost
• Lead in the design / redesign of telecom infrastructure solutions to provide greater business functionality and flexibility while reducing total cost of ownership
• Align to and apply enterprise technology strategy (e.g. assist in the development approval and enforcement of contact centre hardware / software standards etc.)
• Design and enhance a contact centre infrastructure which optimally supports both business and technical objectives
• Apply governance processes and create the necessary documentation (e.g. Infrastructure & Application design document cost estimates risk assessments approvals etc.)
• Provide contact centre infrastructure thought leadership
• Engage and leverage suppliers to help resolve problems demand innovation and influence product design to accommodate current and future bank requirements
• Prioritize monitor track and report progress of assignments

The applicant must possess

• Expertise with Ciscos contact centre infrastructure approach products and technologies (e.g. UCCE CUCM CVP etc.)
• Expertise with call flow functionality and thorough understanding of the CVP Comprehensive model
• Understanding of broader network security and enterprise implications of the contact centre design
• Attention to business priorities : experience flexibility speed and cost
• Collaborate Across teams : Work closely with product owners voice designers and other engineers
• Monitor and Support : Set up observability and monitoring of solutions; troubleshoot complex production issues

The applicant must have

• 5 yrs. experience with Cisco Contact Center Enterprise (UCCE) Customer Voice Portal (CVP) and Cisco Unified Communications Manager (CUCM)
• 5 yrs. experience with Google DialFlow solution
• 5 yrs. experience with AWS / Amazon Connect solution
• 5 the contact centre domain with a variety of technologies and contexts (e.g. call recording routing reporting IVR CTI IPT etc.)
• 5 strategy and / or planning and / or development of large contact centre infrastructure including with design integration deployment and upgrading
• Broad network exposure : routing switching VOIP MPLS SIP etc. (ideal)

The applicant must have earned

• Technical diploma or bachelor degree in Computer Science and
• Cisco contact centre-related education or certification
• Google Cloud certifications (e.g. Professional Cloud Architect Cloud Developer CCAI Engineer)
• AWS certifications (e.g. AWS Certified Solutions Architect)
• Experience with Agent Assist Speech-to-Text Text-to-Speech and Cloud Natural Language API
• Knowledge of DevOps practices and tools (e.g. CI / CD pipelines Terraform Kubernetes)

Who We Are

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information

Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process

Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only)

Sans Objet

Key Skills

Spring,.NET,C / C++,Go,React,OOP,C#,Data Structures,JavaScript,Software Development,Java,Distributed Systems

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 91200 - 136800