Cibc
Financial Services
Director,ContactCentreTechnicalDelivery
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“Director, Contact Centre Technical Delivery at Cibc. Skills: CCaaS delivery, Cloud transformation, People leadership. Oversee end-to-end delivery of CCaaS solutions. Manage technical implementation projects”
What You'll Achieve.
Deliver outstanding results
Industry & Context.
Develop efficient solutions; Develop effective solutions; Complex problems
What They're Looking For.
Must Have
10 years of experience in technical architecture, 10 years of experience in solution design, 10 years of experience in project management, 10 years of experience in senior executive stakeholder management, Experience in CCaaS or cloud contact center solutions, Experience leading major CCaaS or cloud transformation initiatives, Experience advising on complex technical delivery, Experience advising on integration challenges, Legal eligibility to work in Toronto, ON
Nice to Have
Genesys experience preferred, Amazon Connect experience preferred, Cisco Webex experience preferred, Google GCP experience preferred
What You'll Do.
Oversee end-to-end delivery of CCaaS solutions
Manage technical implementation projects
Manage integration projects
Manage migration projects
Ensure alignment with strategic priorities
Ensure alignment with technology transformation
Provide leadership to cross-functional teams
Coach cross-functional teams
Drive operational excellence
Drive continuous improvement in delivery methodologies
Manage relationships with internal partners
Manage relationships with vendors
Manage relationships with stakeholders
Ensure adherence to operational standards
Champion adoption of new technologies
Champion adoption of best practices
Oversee technical delivery of CCaaS projects
Ensure successful implementation of cloud contact center solutions
Ensure successful integration of cloud contact center solutions
Ensure successful migration of cloud contact center solutions
Manage project timelines
Manage project budgets
Manage quality standards
Lead high-performing teams
Coach solution designers
Maximize team contributions
Maximize team professional growth
Build relationships with internal partners
Build relationships with business stakeholders
Build relationships with external vendors
Maintain relationships with internal partners
Maintain relationships with business stakeholders
Maintain relationships with external vendors
Advise on technology implementation possibilities
Advise on technology implementation requirements
Facilitate solution design
Ensure alignment across multiple workstreams
Drive continuous improvement in delivery processes
Drive continuous improvement in delivery best practices
Lead solution creation process
Facilitate solution creation process
Coordinate solution design
Support pre-sales activities
Develop solution designs for pre-sales
Develop proposals for pre-sales
Monitor emerging trends
Monitor emerging technologies
Enhance contact center capabilities
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal partners; External vendors; Business stakeholders
Process & Methodology
Project management, Waterfall Model
Full 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](https://www.cibc.com/en/about-cibc.html) **What you 'll be doing** As a member of CIBC’s team, theDirector, Contact Centre Technical Delivery is a seasoned leader responsible for overseeing the end-to-end delivery of Contact Center as a Service (CCaaS) solutions for enterprise clients. You will manage technical implementation, integration, and migration projects within cloud contact center environments, ensuring alignment with CIBC’s strategic priorities and ongoing technology transformation. The role provides leadership and coaching to cross-functional teams, driving operational excellence, innovation, and continuous improvement in delivery methodologies. You will manage relationships with internal partners, vendors, and stakeholders, proactively identifying and addressing any risks or disruptions. The Director, Contact Centre Technical Delivery also ensures adherence to operational standards, and champions the adoption of new technologies and best practices in the contact center space. _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 Leadership –** Oversee the Technical delivery of CCaaS projects, ensuring successful implementation, integration, and migration of cloud contact center solutions. Manage project timelines, budgets, and quality standards. * **People Leadership –** Lead and coach high-performing teams of developers, engineers, architects,
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