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

TD•Toronto, ON

3d•CA$149,500 - CA$183,500•Onsite

About The Position

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.

Requirements

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)

Nice To Haves

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

Responsibilities

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