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 matter expertise for standards development, making technical recommendations and delivery of proven solutions
Job Accountabilities
Reporting 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.
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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
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:
Java development, ability to write and understand Java code (Required)
The holder must be meticulous, inventive with excellent documentation skills
Work well in both an independent and team context (e.g. consensus, etc.),
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
The applicant must have:
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)
The applicant must have earned:
Degree in computer science or engineering
Cisco contact centre-related education or certification (ideal).
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. Learn more
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 jurisdi
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