Director, CCaaS Technical Delivery

CIBC • Toronto, ON

4d • Hybrid

About The Position

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. As a member of CIBC’s team, the Director, CCaaS Technical Delivery is a seasoned leader responsible for overseeing the end-to-end delivery of Contact Center as a Service (CCaaS) solutions for enterprise clients. You will manage technical implementation, integration, and migration projects within cloud contact center environments, ensuring alignment with CIBC’s strategic priorities and ongoing technology transformation. The role provides leadership and coaching to cross-functional teams, driving operational excellence, innovation, and continuous improvement in delivery methodologies. You will manage relationships with internal partners, vendors, and stakeholders, proactively identifying and addressing any risks or disruptions. The Director, CCaaS Technical Delivery also ensures adherence to operational standards, and champions the adoption of new technologies and best practices in the contact center space. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Requirements

• 10 years of demonstrated experience in technical architecture, solution design, project management, and senior executive stakeholder management, specifically in CCaaS or cloud contact center solutions (e.g., Genesys, Amazon Connect, Cisco Webex, Google GCP).
• Experience leading major CCaaS or cloud transformation initiatives.
• Comfortable advising on complex technical delivery and integration challenges.
• Highly developed analytical and conceptual skills.
• Ability to develop efficient and effective solutions to diverse and complex problems in the contact center domain.
• Ability to foster a collaborative, inclusive team culture that drives shared vision and results.
• Must be legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.

Nice To Haves

• You bring strategic vision and hands-on expertise.
• You are a bold and authentic leader.
• You’re passionate about developing and coaching teams to achieve high performance and deliver outstanding results.
• You embrace and champion change.
• You continuously evolve your thinking and approach to drive innovation and operational excellence.
• You’re driven by collective success.
• Values matter to you.
• You bring your real self to work and you live our values—trust, teamwork, and accountability.

Responsibilities

• Oversee the Technical delivery of CCaaS projects, ensuring successful implementation, integration, and migration of cloud contact center solutions.
• Manage project timelines, budgets, and quality standards.
• Lead and coach high-performing teams of developers, engineers, architects, and solution designers.
• Motivate and develop your team, maximizing their contributions and professional growth.
• Build and maintain strong relationships with internal partners, business stakeholders, and external vendors.
• Advise on technology implementation possibilities and requirements.
• Lead and facilitate solution design, ensuring alignment across multiple workstreams.
• Drive continuous improvement in delivery methodologies, processes, and best practices.
• Lead, facilitate and coordinate the solution design, including ensuring alignment across multiple workstreams.
• Support pre-sales activities, including solution design and proposal development.
• Monitor emerging trends and technologies to enhance CIBC’s contact center capabilities.

Benefits

• competitive salary
• incentive pay
• banking benefits
• a benefits program
• defined benefit pension plan
• an employee share purchase plan
• a vacation offering
• wellbeing support
• MomentMakers, our social, points-based recognition program
• Purpose Day; a paid day off dedicated for you to use to invest in your growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed