Technical Delivery Manager

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we're looking for:

The Technical Delivery Manager, Contact Centre Technologies will lead the delivery of complex contact centre technology initiatives across Rogers, including IVR, IVA, voice routing, Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, and Agentic AI solutions. This role combines technical delivery leadership, platform modernization experience, stakeholder management, and data-driven decision-making to deliver secure, scalable, and customer-focused solutions.

What you'll do:

• Lead end-to-end delivery of contact centre technology initiatives from planning and design through testing, deployment, HyperCare, and operational handoff.
• Manage delivery across IVR, IVA, voice routing, Agentic AI, authentication, customer identification, call steering, and live-agent handoff capabilities.
• Own delivery plans, roadmaps, milestones, RAID logs, release readiness, change control, and executive-ready status reporting.
• Partner with architecture, development, security, infrastructure, operations, QA, vendors, and business teams to deliver secure, reliable, and scalable solutions.
• Coordinate testing and production readiness, including UAT, regression testing, voice journey validation, synthetic call testing, and AI assurance practices.
• Use customer journey insights, KPIs, SQL/BigQuery data, and operational reporting to improve containment, routing accuracy, self-service completion, and customer experience outcomes.
• Identify and manage risks, blockers, vendor dependencies, production defects, operational impacts, and post-implementation improvements.
• Support AI governance, documentation, runbooks, lessons learned, and continuous improvement for enterprise conversational AI deployments.

Technical Scope

• Contact centre platforms: Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, IVR, IVA, routing, reporting, integrations, and operational support.
• AI and automation: Agentic AI, conversational AI, workflow orchestration, NLU, DTMF/ANI/DNIS handling, and responsible AI readiness.
• Data and analytics: KPI tracking, customer journey analysis, SQL/BigQuery, containment, routing accuracy, and performance optimization.

What you bring:

• Degree or diploma in Computer Engineering, Information Technology, Computer Science, Business Technology, or equivalent experience.
• 8+ years of experience in technology delivery, product management, or technical program leadership, preferably in contact centre, telecom, or enterprise voice environments.
• Experience delivering solutions using Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, or comparable contact centre and conversational AI platforms.
• Strong understanding of delivery disciplines including scope, schedule, RAID, dependencies, vendor management, release management, and change control.
• Experience with platform modernization, customer journey mapping, KPI development, SQL/BigQuery analysis, and customer experience improvement.
• Ability to communicate complex technical concepts clearly to technical teams, business stakeholders, vendors, and senior leaders.
• Proven ability to manage multiple high-visibility initiatives, remove blockers, drive decisions, and maintain delivery momentum.

Work Environment

• This is an on-site role based in Brampton, Ontario. Occasional after-hours support may be required for major deployments, incident bridges, cutovers, HyperCare, and business-critical launches.

What’s in it for you?

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low cost gym membership
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Technology & Information Technology
Requisition ID: 341403

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Technology