Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Technology Solutions
Pay Details:
$149,500 - $183,500 CAD
The pay details posted reflect a temporary market premium specific to this role that is reassessed annually.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Job Description:
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.
Job Accountabilities - What You’ll Do
- 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
Where You'll Work
- Location: Toronto, ON
- Work Model: Primarily on Site (specific in-office expectations to be discussed with the hiring leader)
Job Requirements – What You Need to Succeed
- 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)
Preferred
- Experience 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
Why Join this Team
- Lead a flagship enterprise transformation at one of North America’s leading financial institutions
- Drive the adoption of AI-enabled customer engagement capabilities at scale
- Operate in a role with significant scope, complexity, and executive visibility
- Influence the future of customer assistance platforms and digital engagement at TD
Our Total Rewards Package
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.
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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.
If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.
We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Language Requirement (Quebec only):
Sans Objet
