Ingénieur software (F/H) (IT)

Technology Solutions

91200 - $136800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. 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 Contact Center Chat Routing & Infrastructure Product Group team is responsible for providing design guidance 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).

Reporting to the Engineering Manager (Senior IT Manager) the successful candidate will help define and develop the Banks North American Contact Centre infrastructure vision for a more-integrated secure global and high performance. Specifically you will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving 10k agents spread across several sites in Canada and the US.
We are seeking a talented and experienced Engineer to join our team to design implement and optimize AI-driven customer service solutions using Cisco Webex CCE platform Google DialogFlow and AWS/Amazon Connect platform. Contribute significantly to the identification of opportunities and provide recommendations to minimize risk improve service capability and reduce cost
Align to and apply enterprise technology strategy (e.g. assist in the development approval and enforcement of contact centre hardware/software standards etc.)
Design and enhance a contact centre infrastructure which optimally supports both business and technical objectives
Infrastructure & Application design document cost estimates risk assessments approvals etc.)
Engage and leverage suppliers to help resolve problems demand innovation and influence product design to accommodate current and future bank requirements
Understanding of broader network security and enterprise implications of the contact centre design
Monitor and Support: Set up observability and monitoring of solutions; experience with Cisco Contact Center Enterprise (UCCE) Customer Voice Portal (CVP) and Cisco Unified Communications Manager (CUCM)

• experience with AWS/Amazon Connect solution
• 5 strategy and/or planning and/or development of large contact centre infrastructure including with design integration deployment and upgrading
• Broad network exposure: routing switching VOIP MPLS SIP etc. (Technical diploma or bachelor degree in Computer Science and

Professional Cloud Architect Cloud Developer CCAI Engineer)
AWS certifications (e.g. AWS Certified Solutions Architect)
Experience with Agent Assist Speech-to-Text Text-to-Speech and Cloud Natural Language API
Knowledge of DevOps practices and tools (e.g. CI/CD pipelines Terraform Kubernetes)

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. 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. Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

We do our best to communicate outcomes to all applicants by email or phone call.

Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.
Language Requirement (Quebec only):