Director, Technical Solutions (Contact Center Operations and COE)

Permanent Full Time 

-

We are looking for a Director, Technology Delivery – Contact Center Operations and COE.

This role is steeped in leadership - delivery leadership, thought leadership and people leadership. The role is empowered to reinforce and build upon on the culture of tight collaboration, transparency, fact-based decision making, strategic thought process that is outcome centric.

What you will do 

• Lead Contact Center Operations across multiple lines of business, ensuring seamless service delivery and operational efficiency.
• Lead the Contact Center CoE, defining best practices, governance, and continuous improvement frameworks.
• Manage vendor relationships and ensure compliance with Canadian and global standards.
• Promote a high-performance culture and coach teams to embrace innovation and agility.
• Identify opportunities for process optimization and cost efficiency while maintaining service quality.
• Drive risk management and regulatory compliance across all contact center operations.
• Identify and drive automation and improvement opportunities in non-AI and AI foundations across omnichannel and collaborate with workforce managememt
• Drive automation and engineering improvements that will accelerate delivery, increase quality, and reduce maintenance and change fail rates. 
• Help prioritize, streamline and strategize incident management process and enhancement requests.
• Ensure incident closure rate along with availability and uptime and other KPI commitment.
• Enable the right overall outcome quality not just quantity.
• Create a problem-solving ecosystem to help being creative
• Cross collaborate and communicate to enable the need of the hour and keep teams focused
• Build strong and trusted relationships with internal and external partners Manage risk and compliance in accordance with Canadian and Global standards.
• Ensure alignment/ adherence to Enterprise technology, vendor management and risk standards.   
• Focus on continuous learning and professional development. 
• Drive an agile mindset within the team that measures progress over perfection. 
• Hold yourself and your team accountable to contribute to the overall modernization of the organization. 

What you will bring 

• Post-secondary education in Engineering, Technology, or equivalent experience.
• Proven experience in contact center leadership, operations management, and transformation.
• Strong understanding of AI technologies, automation, and analytics in customer service environments.
• Experience in building and leading Centers of Excellence or similar governance structures.
• Ability to develop and maintain collaborative relationships across business and technology teams.
• Strong communication, strategic thinking, and problem-solving skills.
• Experience with omnichannel platforms, workforce management, and customer 360.
• Familiarity with Agile methodologies and continuous improvement frameworks.
• Growth mindset with ability to pivot in response to changing priorities and embrace experimentation.
• Experience coaching and mentoring technical practitioners.
• Strong communication, collaboration and relationship building skills.
• Delivery leadership experience with engineering teams and ability to lead, motivate, and drive performance.
• Architectural acumen with distributed systems and willingness to get hands-on to understand products.
• Demonstrated experience with both Agile and traditional project management approaches.
• Experience in financial services or regulated industries.
• Hands-on experience implementing AI-driven solutions in contact centers.
• Expertise in customer experience design and operational excellence.
• Experience managing large-scale operations and COE and distributed teams.
• Experience in Amazon Connect and SF is key
• Experience in Contact Center is a must
• Experience working in financial services industry an asset. 
• Experience in stakeholder communication and management
• Experience leading distributed teams including offshore delivery models is an asset.
• Experience in cloud technologies and next gen automation.

-

The base salary for this position is between  $92,100.00 - $170,500.00 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.

#LI-Hybrid