Enterprise Contact Centre Technology Architect

Shape enterprise contact centre capabilities for ICBC through architecture, strategy, and leadership in a hybrid North Vancouver work arrangement.As Solutions Architect Leader, you will lead a diverse portfolio of strategic initiatives and develop roadmaps for contact centre technology. The work combines enterprise architecture, large-scale technical project leadership, risk resolution, and collaboration across business, technology, and vendor teams.Key Responsibilities:
Advance customer experience and operational excellence initiativesCreate options and recommendations with enterprise considerationsEstimate capabilities, features, timelines, and delivery scopeGuide internal teams toward approved standards and practicesIdentify risks and escalate issues for timely resolutionRequirements:
Experience leading large-scale, complex technical projectsContact centre solution design and integration experienceExperience across multidisciplinary teams and external vendorsStrong written, verbal, analytical, and organizational skillsAbility to manage priorities independently and collaborativelyBring enterprise architecture, project leadership, problem-solving, and communication strengths to ICBC’s strategic contact centre initiatives.
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