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Title:  Contact Center Technologies Manager




Requisition ID: 143285

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


The team:

Scotiabank’s Global Technology Solutions’ (GTS) - Contact Centre (CC) Engineering is responsible for the deployment of new projects including engineering, implementation, documentation, and 2nd level support for the different CC solutions in Canada & the Caribbean. We are responsible for supporting and deploying new CC technologies aligned to the bank´s architecture, security standards, and according to the best practices of the industry, to guarantee service excellence for the business and our customers. As part of the CC Engineering team that manages the core Telephony framework infrastructure, we are involved in most of the CC business initiatives. We’ll work with the Applications team to provide support and consultancy services regarding integration with different platforms and business applications to achieve the goal of providing new solutions that add value to the Contact Center business.


The role:

You will play a critical part in managing the CC Telephony team (both direct & indirect reports) with respect to project scheduling, technical direction, staff performance, staff development and maintaining processes and procedures.


In this role, you act as a liaison to build a strong working relationship between the CC Engineering team and the bank’s different Business Lines that make use of CC.  Key to your success is meeting scheduled milestones to ensure project objectives are met in a timely manner, and in compliance with the Bank’s standards and/or external regulatory standards.


When required, be a part of after-hours project deployments, and participate in support activities in conjunction with Operational Support engineers for on-call issues.


Is this role right for you?

  • You are interested in developing your negotiation & problem-solving skills so you can effectively interact with key business stakeholders and technical areas for decision making and complex problems resolution.
  • You are eager to work with leading edge CC technologies to incorporate innovative solutions to the business, as well as work with other technology teams to contribute to an overall solution.
  • You thrive on the opportunity to act as an internal consultant on assigned infrastructure and providing suggestions for viable solutions to systems problems of high complexity.
  • You understand how the CC environment works, not only in terms of technology, but from a business perspective, and with that, to provide innovative solutions and tools that add value to the business and improve customer experience.
  • You are highly interested in the most recent CC technologies and solutions like Contact Center as a Service (CCaaS) and want to help drive the roadmap and adoption of these new technologies within a large-scale CC enterprise environment, under a global approach.
  • You are interested in getting in on the Cloud floor as the technology vendors/providers evolve their products and solutions to a cloud-based model, considering CCaaS solutions like Genesys, NICE, Avaya, Verint, etc.


Do you have the skills that will enable you to succeed in this role?

  • You possess excellent communication (verbal/written) skills in English with the same, an asset, in Spanish. Furthermore, you also have strong interpersonal skills to interact & build relationships with internal and external business partners and vendors.
  • You have at least 6+ years of progressive hands-on technical working experience in designing, integrating & supporting Contact Centre technologies like Avaya, Genesys, Verint, Nice, Aspect, Nuance, etc…
  • You have at least 6+ years of working experience in managing at least 10 or more technical resources & providing technical leadership. Furthermore, you can demonstrate negotiation, mentoring, coaching & motivational skills.
  • You have a strong track record in project management & you’re able to multi-task and manage concurrent projects.
  • You have advanced time management & organizational skills to deliver projects when conflicting priorities and tight deadlines exist.
  • You have problem-solving skills and can demonstrate a track record of offering innovative solutions, like Contact Center as a Service (CCaaS), to the Contact Center.
  • You have a post-secondary education in Computer Science, Information Systems, Engineering, or in a related field.


What's in it for you?

  • While our focus is on finding a leader to strengthen our CC Engineering team, we’re part of a global team with a mandate covering Contact Centers in the different countries where we do business in. As a team, we can explore and work with an extensive variety of CC technologies.
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success! We also foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results.
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
  • While we currently work remotely from home, when required to be onsite, our primary office in Scarborough is:
  • Furnished with a small onsite public food court & snack shop.
  • Across the street from Scarborough Town Centre for dining & entertainment choices. Also, multiple indoor & outdoor shopping choices.
  • A short walk from Line 3 of the TTC’s McCowan’s LRT station or public transit bus routes.
  • Minutes from Highway 401 & DVP/Highway 404. Paid onsite surface or underground parking.



Location(s):  Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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