Sr. Consultant, IT Service Delivery - Contact Center Technology

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

Job summary

Join a leading Canadian bank as a technical leader in Contact Centre Technology Service Delivery. Ensure effective implementation and operations of cross-functional application systems. Your role will involve technical consulting, strategic planning, and fostering innovation, contributing towards enhancing the client banking experience.

Benefits

Competitive salary

Incentive pay

Banking benefits

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

Social recognition program

Paid day off for personal growth

Qualifications

• 5+ years experience in Service Delivery within Contact Centre technology.
• Experience with Agile/Scrum/Kanban & Waterfall methodologies is an asset.
• Strong leadership skills and ability to guide team technical delivery.

Responsibilities

• Provide technical leadership on implementation and delivery of infrastructure systems.
• Lead strategic discussions and ensure successful transitions into operations.
• Drive operational efficiencies across technology, business, and vendors.

Skills

Analytical Thinking

Client Service

Service Standards

Strategic Objectives

Technical Leadership

Technology Implementations

Technology Operations

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’ll be joining CIBC's Contact Centre Technology Service Delivery group to foster ideation and impact our digital and agile transformation by enhancing our clients’ banking experience. In this role, you’ll be responsible for the technical leadership on implementation including planning, design, delivery, operational readiness, and integration of infrastructure and cross-functional, multi-platform application systems into day 2 operations.

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

• Collaborative Delivery – Provide technical leadership to the agile and waterfall team goals and across functional teams and vendors, actively driving technical discussions and expanding the technical capabilities of the team. Lead the implementation, delivery and transition into day 2 of cost-effective and innovative solutions to meet business objectives while also maintaining existing applications.

• Strategic Thinking - Provide comprehensive senior level technical consulting to senior management and senior technical teams. Lead the implementation activities with project teams and vendors in order to ensure successful delivery of programs and transition into operations. Make recommendations on technology decisions that are often made in situations where business requirements are not completely defined. Experience or knowledge with emerging technologies such as AI Voice Bot (NLU, NLP), Contact center as a service (CCaaS), Chat Bot, Speech AI, and Cloud.

• Lead and Influence - Provide technical leadership and consultation for senior management on a wide spectrum or emerging technology including for operational readiness, support, and transition into day 2. Lead solution planning and implementation strategy review sessions and ensure overall solutions align with business and project requirements. Monitor production and user experience to support and troubleshoot complex problems on applications and technologies. Assist in the transformation from Waterfall to Agile methodologies/practices.

• Service Excellence – Actively seek opportunity to make CIBC a better place to work and do business. Commit to understanding delivery, operations and support team goals, driving operational efficiencies across technology, business, and vendors, and enables a seamless customer experience. Demonstrate technical expertise and end to end infrastructure and application knowledge for a broad range of Contact Centre technologies.

Who You Are

• You can demonstrate 5+ years experience in Service Delivery within Contact Centre technology. It is an asset if you have experience in Agile/Scrum/Kanban & Waterfall methodologies, processes & practices, Application or Architecture delivery and Cloud migration.

• You have strong leadership skills. Ability to provide guidance to the team and self-motivated to lead the technical delivery and implementation of complex enterprise programs. It is an asset if you have vendor management experience.

• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.

• Your influence makes an impact. You know that relationships and networks are essential to success.You inspire outcomes by making yourself heard.

• You’re digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.

• 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, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Client Service, Service Standards, Strategic Objectives, Technical Leadership, Technology Implementations, Technology Operations, Work Collaboratively