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About the Role
The Contact Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design and creating practical technology solutions that meet business needs while adhering to enterprise design guidelines and principles.
Responsibilities
- Provide domain-specific solution Engineering for Contact Center and Voice technologies.
- Develop solution designs and costing for business and IT initiatives, and is responsible for defining the functional and infrastructure designs of these solutions.
- Provide subject matter expertise for standards development, making technical recommendations and delivery of proven solutions.
- Support the development of a consolidated enterprise-wide vision for all contact center applications/infrastructure and ensures that they are integrated.
- Design contact center solutions, particularly self-service, voice authentication and routing technologies, including infrastructures, interfaces, customized decisions, security compliance, quality control and availability for delivery.
- Design, build, and maintain Amazon Connect contact flows, routing profiles, queues, and prompts.
- Develop and optimize call routing strategies (skills-based routing, priority routing, overflow handling).
- Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, and external systems (CRM, ticketing platforms).
- Analyze call metrics and performance data to continuously improve customer experience and operational efficiency.
- Troubleshoot routing issues, call failures, and system performance problems.
- Collaborate with business stakeholders to translate requirements into scalable contact center solutions.
- Support new lines of business by designing tailored routing solutions and onboarding workflows.
- Ensure high availability and reliability of contact center operations.
- Maintain documentation for call flows, routing logic, and system architecture.
- Participate in testing, deployment, and change management processes.
Requirements
- 10+ years of experience in contact center technologies and call routing.
- Hands-on experience with Amazon Connect (contact flows, routing profiles, queues).
- Strong understanding of call routing logic and customer journey design.
- Experience with AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway).
- Knowledge of IVR systems, voice technologies, and telephony concepts.
- Ability to analyze data and generate actionable insights.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Java development, ability to write and understand Java code.
- Meticulous, inventive with excellent documentation skills.
- Work well in both an independent and team context.
- Familiar with complex automated systems and practices for managing project/tool life cycles.
- Leadership qualities and Training/coaching skills.
- Analyze information, organize, manage competing priorities, solve problems, and communicate/present clearly (both verbal and written).
- Good ability to summarize, analytical by nature, detail-focused.
- Develop and grow excellent working relationships with colleagues and vendors.
- 10 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. Telephony, call recording, routing, reporting, IVR, CTI, IPT, WFM etc.).
- 5 yrs. experience with Amazon Connect Contact Centre Technology.
- 3 yrs. in planning and development of large contact centre infrastructure including design, integration, deployment, and upgrading.
- Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal).
Skills
- Contact Center Technologies
- Call Routing
- Amazon Connect
- AWS Services
- Lambda
- CloudWatch
- S3
- DynamoDB
- API Gateway
- IVR Systems
- Voice Technologies
- Telephony Concepts
- Data Analysis
- Troubleshooting
- Problem-Solving
- Communication
- Stakeholder Management
- Java Development
- Documentation
- Teamwork
- Independent Work
- Project Management
- Leadership
- Training
- Coaching
- Information Analysis
- Organization
- Priority Management
- Presentation Skills
- Summarization
- Analytical Skills
- Detail-Oriented
- Relationship Building
- Vendor Management
- Telephony
- Call Recording
- Reporting
- CTI
- IPT
- WFM
- Amazon Connect Contact Centre Technology
- Contact Centre Infrastructure Design
- Integration
- Deployment
- Upgrading
- Network Exposure
- Routing
- Switching
- VOIP
- MPLS
- SIP
Location
- Toronto, Ontario, Canada
Work Type
- Full-time
Experience Level
- 10+ years of experience
- 10 yrs.
- 5 yrs.
- 3 yrs.
Education Level
- Degree in computer science or engineering
- Cisco contact centre-related education or certification (ideal)
Salary/Compensations
- $125,500 - $154,000 CAD
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Training programs
- Competitive benefits plan
About the Company
- 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.
Equal Opportunity
- 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.