Product Group Technology Lead II (Contact Center Technology - Cloud Architecture)

Description

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As a Product Group Technology Lead, you will lead the transformation of TD’s Contact Centre platform, delivering next-generation capabilities powered by a modern CCaS Platform and AI-enabled solutions.

In this role, you will shape how customers interact with TD by modernizing legacy contact centre platforms into a cloud-based, scalable, and intelligent ecosystem. You will partner with senior leaders and global teams to deliver a complex, high-visibility transformation that directly impacts customer experience and operational performance.

Job Accountabilities - What You’ll Do

• Lead platform transformation: Own the technology strategy and end-to-end delivery of the Contact Centre platform, driving migration from legacy systems to modern CCaS capabilities
• Deliver AI-enabled innovation: Introduce and scale capabilities such as conversational AI, agent assist, and intelligent voice solutions to enhance customer and agent experiences
• Drive large-scale execution: Lead a global delivery team (50+ resources) across multiple Agile Release Trains (ARTs) within a highly matrixed environment
• Manage outcomes and investment: Oversee a $30-40MM portfolio, ensuring delivery against financial commitments, cost optimization goals, and value realization targets
• Influence at senior levels: Partner with VP/SVP stakeholders across Technology and Business to align priorities, manage risk, and drive transformation outcomes
• Ensure platform excellence: Improve platform stability, reduce incidents, and ensure compliance with enterprise risk, regulatory, and governance standards

Where You'll Work

• Location: Toronto, ON
• Work Model: Primarily on Site (specific in-office expectations to be discussed with the hiring leader)

Job Requirements – What You Need to Succeed

• Undergraduate degree or equivalent experience; graduate degree considered an asset
• 10+ years in technology delivery, platform engineering, or enterprise transformation
• Proven experience leading large-scale technology delivery and platform transformation in complex enterprise environments
• Strong expertise in cloud-based architectures and Contact Centre platforms (e.g., AWS Connect, Genesys, NICE or equivalent CCaS solutions)
• Deep understanding of Agile delivery models, including experience working in SAFe or ART-based environments
• Demonstrated ability to lead global, matrixed teams and deliver complex initiatives across multiple stakeholders
• Strong stakeholder management and communication skills, with experience engaging senior leadership (VP/SVP level)

Preferred

• Experience leading cloud migration or platform modernization programs at scale
• Exposure to AI-driven customer engagement technologies, including conversational AI or agent assist
• Experience managing vendor partnerships and third-party integrations
• Prior experience delivering transformation across multiple lines of business within financial services

Why Join this Team

• Lead a flagship enterprise transformation at one of North America’s leading financial institutions
• Drive the adoption of AI-enabled customer engagement capabilities at scale
• Operate in a role with significant scope, complexity, and executive visibility
• Influence the future of customer assistance platforms and digital engagement at TD

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet