Product Group Technology Lead II (Contact Center Technology - Cloud Architecture)
Core
Lead the transformation of TD's Contact Centre platform into a modern, cloud-based, AI-enabled ecosystem to enhance customer and agent experiences.
Role type
Senior Product Group Technology Lead (Cloud Architecture & Platform Transformation)
Builds
Next-generation Contact Centre as a Service (CCaS) platform with conversational AI and agent assist capabilities
Domain
Financial Services / Contact Centre Technology / Cloud Architecture
Deliverable
production ML models | product features | infrastructure
Required skills
Cloud architecture design, Contact Centre platform expertise (AWS Connect, Genesys, NICE), Large-scale platform transformation, Agile delivery (SAFe/ART), Global team leadership, Financial services domain knowledge
Preferred skills
Cloud migration leadership, AI-driven customer engagement technologies, Vendor partnership management, Multi-line business transformation
Technologies
AWS Connect, Genesys, NICE, SAFe, ART
Responsibilities
Own technology strategy and end-to-end delivery of the Contact Centre platform, Introduce and scale conversational AI and intelligent voice solutions, Lead a global delivery team of 50+ resources, Oversee a $30-40MM portfolio for financial commitments and cost optimization, Partner with VP/SVP stakeholders to align priorities and manage risk, Improve platform stability and ensure regulatory compliance
Seniority
Senior, hands-on IC with strategic influence
