Sr. Solution Designer – Contact Center Technology

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 Sr. Solution Designer in the Contact Center Technology team, you will be responsible for leading the functional design and development of application systems across all technologies and platforms. The role provides consultation to the senior management on a wide spectrum of existing and emerging infrastructure technologies, translating user requirements to process and data requirements and developing solutions for the business with far-reaching impact. You will also provide technical leadership to develop precise steps and processing logic across all platforms, ensuring the designed specifications achieve business needs. In addition, you will provide comprehensive senior-level Technical consulting to other IT senior management and technical teams. The role makes technology selection decisions that are often made in situations where business requirements are not completely defined.

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

• Strategic Development & Execution: Perform and coordinate complex solution design activities. Understand the business requirements and translate them into system and application design that is aligned with our technology roadmap. Design and document the technical functionality, infrastructure, interfaces, and integrations. Lead the design of cost-effective and innovative solutions to meet both business objectives and the goal of operational efficiency. 
• Strategy and Roadmap: Contribute to technology roadmaps that are aligned with the bank’s vision, strategy, and business objectives. Lead multiple complex technology solutions while maintaining consistency across the platform, adopting best practices, and pushing forward continuous improvements
• Stakeholder Management: Act as the solution lead and interface with the project teams by driving and moderating design review sessions to walk stakeholders through and ensure that the overall design aligns with business requirements as well as architectural directions. Support and mentor junior designers and developers through knowledge sharing, collaboration, and effective problem-solving.

Who You Are

• You can demonstrate 5+ years of experience as a Technical Designer with Contact Centre technologies such as IVR, NLP, Interaction recording, Workforce Engagement Management (WEM/WFM), Contact Center Cloud Platforms (Genesys CX, Amazon Connect, Five9 etc), Desktop Platform (Salesforce) and GenAI.
• You have a degree/diploma in Computer Science or Technical discipline.
• You embrace and champion change. You are passionate about being on top of technology trends. You’ll continuously evolve your thinking and the way you work 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.

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 [email protected]
• 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

CIBC Square Banking Centre

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Application Development, Call Center Consulting, Contact Center Optimization, Contact Center Quality Monitoring, Contact Center Software, Contact Center Strategy, Emerging Technologies, Project Management Technology, Technical Consulting, Technical Leadership, Work Collaboratively, Written and Verbal Communications (Inactive), Written Presentation

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