Director, Contact Centre Technical Delivery

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you'll be doing

As a member of CIBC’s team, theDirector, Contact Centre Technical Delivery is a seasoned leader responsible for overseeing the end-to-end delivery of Contact Center as a Service (CCaaS) solutions for enterprise clients. You will manage technical implementation, integration, and migration projects within cloud contact center environments, ensuring alignment with CIBC’s strategic priorities and ongoing technology transformation. The role provides leadership and coaching to cross-functional teams, driving operational excellence, innovation, and continuous improvement in delivery methodologies. You will manage relationships with internal partners, vendors, and stakeholders, proactively identifying and addressing any risks or disruptions. The Director, Contact Centre Technical Delivery also ensures adherence to operational standards, and champions the adoption of new technologies and best practices in the contact center space.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you'll succeed

• Delivery Leadership – Oversee the Technical delivery of CCaaS projects, ensuring successful implementation, integration, and migration of cloud contact center solutions. Manage project timelines, budgets, and quality standards.
• People Leadership – Lead and coach high-performing teams of developers, engineers, architects, and solution designers. Motivate and develop your team, maximizing their contributions and professional growth.
• Relationship Management – Build and maintain strong relationships with internal partners, business stakeholders, and external vendors. Advise on technology implementation possibilities and requirements.
• Solution Creation & Innovation – Lead and facilitate solution design, ensuring alignment across multiple workstreams. Drive continuous improvement in delivery methodologies, processes, and best practices.
• Moderate the Solution Creation Process – Lead, facilitate and coordinate the solution design, including ensuring alignment across multiple workstreams.
• Strategic Contribution – Support pre-sales activities, including solution design and proposal development. Monitor emerging trends and technologies to enhance CIBC’s contact center capabilities.

Who you are

• You are a seasoned technical leader. You have 10 years of demonstrated experience in technical architecture, solution design, project management, and senior executive stakeholder management, specifically in CCaaS or cloud contact center solutions (e.g., Genesys, Amazon Connect, Cisco Webex, Google GCP).
• You bring strategic vision and hands-on expertise. You have led major CCaaS or cloud transformation initiatives and are comfortable advising on complex technical delivery and integration challenges.
• You have highly developed analytical and conceptual skills. You excel at developing efficient and effective solutions to diverse and complex problems in the contact center domain.
• You are a bold and authentic leader. You’re passionate about developing and coaching teams to achieve high performance and deliver outstanding results.
• You embrace and champion change. You continuously evolve your thinking and approach to drive innovation and operational excellence.
• You’re driven by collective success. You foster a collaborative, inclusive team culture that drives shared vision and results.
• Values matter to you. You bring your real self to work and you live our values—trust, teamwork, and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Planning, Information Technology (IT) Projects, Leadership, Project Delivery, Strategic Management, Technical Knowledge, Waterfall Model, Work Collaboratively