Job Description

We\xe2\x80\x99re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what\xe2\x80\x99s 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



What you\'ll be doing

As a member of CIBC\xe2\x80\x99s team, The Director, Contact Centre Strategy & Design is a seasoned professional in leadership and coaching responsible for providing direct application delivery services and production support, undertaking new initiatives and base essential support applications. The role applies leadership skills and technical expertise to direct, manage and support large and critical applications on a day to day basis, leading internal change initiatives in alignment with ongoing technological changes. The Director, Contact Centre Strategy & Design manages relationships with internal partners, maintaining continuous business communications with them to proactively assess any disruption in application functioning. In addition, the role leads the ongoing operations of applications and infrastructure in production, adhering to operational standards, vendor governance and business requirements. The role drives innovation across areas of responsibility, applying expert interpersonal, communications, and problem-solving skills.

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

• Delivery Focused \xe2\x80\x93 Work closely with internal partners to determine, negotiate and manage projects to the agreed upon timeline. Monitor finances identify opportunities for improvement and recommend appropriate solutions. Under your leadership implement projects in a timely fashion that are of high quality, low cost and on budget.
• People Leadership \xe2\x80\x93 Lead and coach a high performing group team of individuals. Direct, motivate, and develop your team, maximizing their contributions and professional growth. Share knowledge and collaborate to come up with effective solutions to problems.
• Relationship Management \xe2\x80\x93 Work closely with project teams, executives, stakeholders and business partners to develop, and implement application programs. Impact and improve the business by advising application owners on the technology implementation possibilities and requirements.
• Moderate the Solution Creation Process: Lead, facilitate and coordinate the solution design, including ensuring alignment across multiple workstreams.

Who you are

• You are a seasoned technical leader developing technical designs/solutions for all Contact Centre projects specifically for the transformation initiatives such as Modern Desktop, CCaaS, NLP, Agent@Home, Salesforce, IVR, Genesys Cloud CX, WFM, Intradiem, AUD, Flex, Bold360 etc.
• This role will act as the lead technical authority to build fundamental process for SDLC design, promote design driven project delivery, partner with cross LOB Technology teams and external partner to drive optimal solutions, and lead industry practice in CIBC.
• This role is mandatory in the Contact Centre Technology delivery team to support all BAU activities and upcoming complex transformation projects
• Must have demonstrated experience in technical architecture, solutions design, project management, and senior executive stakeholder management
• It\'s an asset if you have fulfilled leadership and advisory roles for major functions and/or initiatives with the responsibility, authority and discretion for decision-making. You also have a technical background, sufficient depth and breadth to be able to recognize and successfully exploit opportunities for effective development or usage of IT, and lead/guide fully experienced technical specialists.
• You have highly developed analytical and conceptual skills. You are adept at developing efficient and effective solutions to diverse and complex problems.
• You are a bold and authentic leader. You\'re passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
• You embrace and champion change. You\'ll continuously evolve your thinking and the way you work in order to deliver your best.
• 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.

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 compensation, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and moment makers, our social, points-based recognition program
• Our spaces and technological toolkit will make it simple to bring together great minds to build 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.

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

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.

Job Location Toronto-81 Bay, 17th Floor

Employment Type Regular

Weekly Hours 37.5

Skills

Innovation, People Leadership, Problem Solving, Taking Initiative, Technical Knowledge

CIBC