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Temporary Full Time (CUPE 1329T)

Open to all current Town of Oakville employees and external applicants

Approximate 12-month contract

Internal secondment applications are welcome. Please note, however, that members of management will not be considered for secondments into bargaining unit positions.

Secondment Backfill

Applications for this position must be received at oakville.ca by no later than 11:59 p.m. on January 11, 2026.

This job posting is for an existing vacancy and therefore will be filled accordingly.

Reporting to the Manager, Digital Services and Customer Experience, the Customer Experience Solutions Coordinator is an experienced technical professional who plays a pivotal leadership role in supporting the corporation to ensure the expected functionality, performance, quality, usability and accessibility of select enterprise applications that are critical to the operations of the town are optimized. This highly skilled and knowledgeable resource combines their technical expertise with extensive business knowledge to navigate and enhance key business applications. Serving as an experienced liaison between technical intricacies and organizational needs, this individual coordinates the analysis, design, testing, and implementation of solutions. This role ensures a swift and adaptive response to the ever‑evolving digital requirements of town business areas and customer needs.

Functionality Testing & Business Application Support Activities:

• Provide advanced business solution support for key applications (Content Management System, Customer Relationship Management System, Search), and town standard technology platforms, ensuring seamless integration with business processes.
• Act as the primary subject matter expert and liaison to coordinate with the IT department and application vendors in troubleshooting, escalating, and resolving complex business application‑related issues in a customer friendly way.
• Develop and manage comprehensive RAID logs, user feedback reports, and document key resolutions and decisions to prevent recurring issues and improve the user experience.
• Create, maintain, and implement detailed test scripts, application configurations and troubleshooting; and coordinate timely performance, user acceptance, and quality assurance testing to ensure minimal disruption for end users.
• Create and manage functional configurations, user profiles, permissions, and other functional requirements to ensure effective and efficient operations.

Technical Requirements, Analysis & Solution Implementation Activities:

• Collaborate with users, business/service areas, and stakeholders to thoroughly document and analyze requirements for new and continuous improvement initiatives. Ensure clarity and completeness for solution development.
• Coordinate with IT staff, vendors, and stakeholders to craft configuration and design documents. Develop solutions based on business requirements for key core technology platforms (e.g., Content Management System, Customer Relationship Management System, Search), adhering to best practices, standards and guidelines.
• Utilize agile methodologies and user experience/interaction tools in requirements gathering, analysis, and solution development.
• Ensure business objectives and strategic priorities align with customer needs.
• Ensure implementation and enforcement of provincially legislated accessibility requirements as outlined by the Accessibility for Ontarians with Disabilities Act, 2005.
• Create and maintain clear and comprehensive documentation, including business requirements, gap analysis, use cases, and technical specifications.
• Ensure clear communication and alignment among stakeholders and development teams.
• Provide overall leadership, expert analysis, and strategic advice related to solution design, evaluation, and implementation.
• Support the department/business areas in defining key performance indicators, metrics, and reporting requirements.
• Ensure effective monitoring of the success of solution implementations and enhancements.

Training & Engagement Activities:

• Develop and maintain training material, business application knowledge base and supporting solution documentation to facilitate successful knowledge transfer among the team and ensure smooth adoption of implemented solutions by internal and external users.
• Deliver targeted application training to various levels of admin user groups to ensure confidence and proficiency with key Town digital applications.
• Coordinate and support user engagement activities using universal user experience methodologies and tools to better understand user motivations, needs and objectives and propose improvements to enhance usability.
• Mentor staff on the effective use of technology solutions and act as champion for accessibility and inclusive customer experience.

Project, Product & Vendor Management Activities:

• Participate/lead project teams in identifying solution requirements and defining scope. Work with IT staff to identify and/or procure technology/services for solution development.
• Identify and assess potential risks associated with proposed solutions. Support the development of plans to mitigate potential resistance and promote user adoption.
• Participate on project/stakeholder meetings to ensure detailed functional and user acceptance testing is complete and sound decisions are made prior to launch.
• Create reports, presentations to convey findings, recommendations, and project progress to management and other relevant parties.
• Provide business process expertise and troubleshooting support during the implementation and post‑implementation/full realization phases.
• Coordinate with cross‑functional teams to develop and execute implementation and transition plans effectively.
• Ensure solutions have a maintenance/support plan and that the impact of modifications is communicated to users in timely and meaningful ways using change management methodologies.
• Coordinate application upgrades/deployments with IT staff and business stakeholders following agile product lifecycle/management methodologies.
• Act as primary liaison between vendors and stakeholders to ensure effective communication and understanding of technical and functional information.
• Manage vendor relationships, ensure functional deliverables meet standards, and technical documentation, release notes are provided.

Research, Continuous Improvement & Innovation Activities:

• Conduct research and stay informed of emerging technologies, industry best practices, trends, methodologies, and standards that enhance the customer experience.
• Identify opportunities for enhancing solutions to drive continuous improvement and innovation in support of Town strategic direction.
• Conduct audits, analyze data/reports, monitor application functionality and performance metrics and propose recommendations/make decisions based on data to streamline workflows and processes, automate/integrate functionality, and improve the customer experience across service areas and channels.
• Participate in post‑implementation reviews and lessons learned sessions to capture and communicate out key findings to facilitate continuous learning and process improvements.
• Participate in innovation planning and brainstorming for the development of innovation and continuous improvement roadmaps, business plans and prioritization related to digital services and the overall customer experience.

• Completion of a three‑year Diploma/Degree in Computer Science or a related field
• Minimum 5 years of job experience related to the activities of this role
• Advanced technical experience using, implementing, testing, and supporting core business applications, gathering requirements, conducting functional assessments and analysis, and documenting/presenting recommendations on desired solutions.
• Knowledge and skills in developing integrated accessible solutions using core technology platforms such as Content Management Systems, Customer Relationship Management Systems, Search Tools, Geographical Information Systems and Microsoft Collaboration and Productivity Tools or other key systems that meet both internal and public needs.
• Specific application knowledge required: Salesforce, Kentico, Microsoft Collaboration and Productivity Tools
• Specific application knowledge considered an asset: ArcGIS/Esri, SharePoint, PowerBI
• Strong knowledge and hands‑on experience in front end development, HTML, JavaScript, CSS, etc.
• Strong understanding of provincially legislated web accessibility guidelines (WCAG 2.1, W3C, AODA) including WAI‑ARIA and/or technical specifications.
• Solid understanding of/hand‑on experience in application and software development programming concepts, product development lifecycle, agile project management methodologies, database management concepts, business analysis and user experience/human centered design principles.
• Proven experience developing, leading, and documenting user acceptance testing plans and engagement activities, and implementing the required fixes and/or coordinating fixes with various partners and stakeholders.
• Experience in leading consultation/information gathering sessions and well‑developed project management and business analysis skills.
• Strong organizational and problem‑solving skills with the ability to manage multiple, often changing priorities and work with minimal supervision.
• Excellent leadership, communication, presentation, and interpersonal skills with a demonstrated ability to persuade and influence others.
• Ability to communicate technical information and concepts in plain language.
• Experience developing and communicating through various tools key information regarding audience types and user needs and motivations to support digital direction and decision making.
• Demonstrated experience in documenting processes and procedures, and in developing and delivering effective application demonstrations and training using adult learning principles.
• Experience working comfortably with all levels of staff and outside vendors/consultants.
• Strong ability to think strategically and to proactively identify, analyze and resolve issues.
• Ability to work independently as well as in a team/project environment, both as a team lead and a collaborator.
• Strong desire for continued professional growth.
• Certifications in the following would be considered an asset: User experience/human‑centered design, agile methodologies, SCRUM, project management and business/technical/data analysis.

DATED: December 11, 2025

The Town’s recruitment software includes elements of artificial intelligence to assist in the screening and short‑listing of qualified candidates.

This job profile reflects the general requirements necessary to perform the principal functions of the job. This does not include all of the work requirements of the job. Applicants are required to demonstrate through their application and in the interview process that their qualifications match those specified. The minimum threshold score for each of the testing and interview components of the recruitment process is 75%.

We thank all applicants and advise that only those selected for an interview will be contacted.