Technical Lead

Permanent Full Time 

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The Technical Lead, Technology Delivery –  reporting to the TEP organization will be accountable for leading and driving all modernization initiatives and tracking and reporting on all governed projects within certain line of business and will work closely with various delivery and engineering teams as well as business partners, responsible to deliver on key Contact Centre outcomes as well as CC priorities, driving forward streamlining and modernization of our CC roadmap and our ways of working.

What you will do

Customer Relationship Management

• Build and maintain senior level relationships with leaders, for the purpose of influencing technology directions and promoting effective collaboration
• Collaborates with business unit leaders to anticipate and respond to customer inquiries about technology capabilities and service expectations
• Ensure leaders and team members work together to drive performance and that high expectations are delivered within the values of the organization

People Leadership

• You will lead a team and manage a portfolio with multiple products in a technology environment for the Technology Enablement Platform
• Create goal, role and accountability clarity, and provide direction on decision rights and accountabilities
• Lead a team to meet and exceed market-leading service standards for application support, production and maintenance, and technology services delivery, while ensuring high performance and engagement
• Identify opportunities (processes, training, systems) to retain and transition knowledge to enhance individual and team effectiveness

Delivery, Adoption, Operations & Support:

• Consult with architects and business leaders on the best strategy and options to meet client and business objectives.  Implement, maintain, and enhance applications and technology.
• Ensure applications availability and resources are aligned with current and future support needs through the development of roadmaps and use of metrics.
• Monitor applications for health and security concerns to evolve the roadmap
• Responsible for all aspects of application support, with recommendations on maintenance of application health and effectiveness based on assessments
• Accountable for maintenance, support, and availability of  , 3rd party operated systems supporting the Business Unit. Application support responsibilities include break/fix, upgrades, patches, support optimization, continuous improvement, maintaining 3rd party operated application relationships and, 2nd level support
• Keep current on industry technology direction and best practices  
• Contribute to the annual business planning process by providing a financial view of application support

What you will bring 

• Post-secondary education in Engineering, Technology, or equivalent experience
• A minimum of 5 years’ industry related experience supporting Contact Centre technology platforms and delivering projects/products to enable businesses capabilities
• Agile Leadership experience in a technology environment
• Strong understanding of AI technologies, automation, and analytics in customer service environments
• A Change Leader with experience in driving a high performance culture and advocating the culture changes within the business unit.
• Excellent leadership skills with the ability to hire, inspire, train/develop, performance manage and drive high employee engagement
• Ability to deal with ambiguity and flexibility of approach
• Strong relationship building and influencing skills
• Excellent written and verbal communication skills to prepare communications and interact effectively with all levels, technical and non-technical within the organization.
• Demonstrated experience in challenging the status quo and identifying areas of operational improvement (example: people, process, technology).
• Preference and experience working in a complex environment that rapidly evolving, and ambiguous with high expectations for excellence and achievement
• Able to be "hands-on" with support, but also have a strategic / business mindset
• Experience of working with Agile/DevOps methodology is desirable
• Experience with ServiceNow platform and ITIL Certification considered strong assets
• Hands-on experience implementing AI-driven solutions in contact centers
• Experience in Amazon Connect and SF is key
• Experience in Contact Center is a must
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada  website.  The cost of submitting these checks will be covered by Canada Life.

   

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The base salary for this position is between  $81,900- $131,800 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

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