Work Location:Toronto, Ontario, Canada
Hours:37.5
Line of Business:Technology Solutions
Pay Details:$125,500 - $154,000 CAD
The pay details posted reflect a temporary market premium specific to this role that is reassessed annually.
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Job Description:The Contact Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure).
Specifically the CCT Solution Engineer will:
- 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 expertise for standards development, making technical recommendations and delivery of proven solutions
Job AccountabilitiesReporting to the Senior IT Manager, CCT Solution Engineering, the successful candidate supports the development of a consolidated enterprise-wide vision for all contact center applications/infrastructure and ensures that that they are integrated. This includes not only the current state but also the 3 to 5-year objective. Specifically, he/she will be responsible to 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 ensuring alignment with the CCI 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 Architecture and Operations, collaborate with the business technology group, and navigate the process of a large organization.
The holder of this position must master both the technical aspects of the environment and the operations of the different business units the Enterprise. It is imperative that the holder have extensive knowledge of how contact center work to understand and analyze needs.
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
Required Qualifications- 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
Preferred Qualifications- Experience with Cisco contact center platforms (e.g., UCCE, CVP)
- Familiarity with Amazon Lex (chatbots/voice bots)
- Experience integrating CRM systems (Salesforce, Zendesk, etc.)
- Understanding of scripting languages (Python, JavaScript)
- AWS certifications (e.g., AWS Certified Solutions Architect or Developer)
The applicant must be able to: