Job Description

Description

:

Reporting to the Senior IT Manager, the successful candidate will help define and develop the Bank’s North American contact centre infrastructure vision for a more-integrated, secure, global, and high performance future. Specifically, he/she will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US.

Success in this role will be determined by the successful candidate’s ability to work closely with peers in engineering, delivery and operations, collaborate with the business technology group, and navigate the process of a large organization.

Job Accountabilities:

  • Operate in the Next Evolution of Work (NEW) which is focused on agile methodology
  • Develop, customize, and maintain Cisco ICM scripting for advanced call routing and queuing strategies.
  • Design and implement call flows in Cisc...

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