Director of Software Engineering at Acuity leading AI - enabled digital commerce platform development and transforming user experience with modern architecture.
About the role
- Technical Lead managing modernization initiatives for Contact Centre technology at Canada Life. Building senior relationships to influence technology directions and drive performance standards.
Responsibilities
- Lead and drive modernization initiatives and track and report on all governed projects
- Build and maintain senior level relationships with leaders
- Collaborate with business unit leaders to respond to customer inquiries
- Ensure leaders and team members work together to drive performance
- Manage a portfolio with multiple products in a technology environment
- Create goal clarity and provide direction on decision rights
- Identify opportunities to enhance individual and team effectiveness
- Consult with architects and business leaders on strategy to meet client objectives
- Implement, maintain, and enhance applications and technology
- Monitor applications for health and security concerns
- Responsible for all aspects of application support
- Contribute to the annual business planning process
Requirements
- Post-secondary education in Engineering, Technology, or equivalent experience
- A minimum of 5 years’ industry related experience supporting Contact Centre technology platforms
- Agile Leadership experience in a technology environment
- Strong understanding of AI technologies, automation, and analytics in customer service environments
- Excellent leadership skills with the ability to hire, inspire, train/develop, performance manage and drive high employee engagement
- Ability to deal with ambiguity and flexibility of approach
- Strong relationship building and influencing skills
- Excellent written and verbal communication skills
- Demonstrated experience in challenging the status quo and identifying areas of operational improvement
- Preference and experience working in a complex environment
- Experience of working with Agile/DevOps methodology is desirable
- Experience with ServiceNow platform and ITIL Certification considered strong assets
- Hands-on experience implementing AI-driven solutions in contact centers
- Experience in Amazon Connect and SF is key
- Experience in Contact Center is a must
- Reliability Status Security Clearance.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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