Director, Customer Engagement Platforms

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs 

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy. 

We’re looking for our next Director, Customer Engagement Platforms. Could It Be You?

The Director, Customer Engagement Platforms is a high impact leadership role accountable for the technology strategy, engineering execution and production health of the platforms that power Questrade’s client service experience. The role owns four pillars of work

• Internal Tooling: a product management function that builds and optimizes Questrade’s own native tools, focused on preventing contacts from reaching the operations team in the first place.

• AI Service Agent (Decagon): automated, conversational resolution of client inquiries.

• Telephony (Genesys Cloud): voice and omnichannel routing for Sales and Customer Service agents.

• CRM (Salesforce): the system of record for client relationships, cases and servicing workflows.

Internal Tooling governs how we prevent work from coming in at all. The AI Service Agent, Telephony and CRM pillars govern how we handle the volume that does come in, and how we make that experience seamless and delightful for clients and agents. Alongside these sit second tier platforms (the learning platform, quality assurance and the knowledge base), which the Director is responsible for integrating into one coherent, unified customer engagement ecosystem rather than a collection of separate systems.

Reporting to the Managing Director of Transformation and Operations, the Director serves as the key technology partner to Operations leadership, translating operational goals into platform strategy and delivering outcomes. From a top down, technology led perspective, this leader is fully accountable for driving a measurably better client experience, lower cost to serve and greater operational scale.

The ideal candidate brings strong business and technology judgment and pairs it with a bias for speed: agile delivery, an exceptional sense of urgency, entrepreneurial boldness and systemic problem ownership. They apply AI wherever possible as a multiplier across the platforms, in engineering practices and in how the team works, while remaining fully accountable for production support, security by design, licensing value and rapid resolution of platform vulnerabilities before they impact business operations.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to: 

• Owning the end to end technology strategy and multiyear roadmap for the customer engagement stack (AI Service Agent, Telephony and CRM, currently Decagon, Genesys Cloud and Salesforce), unifying systems, data and technology stacks into a single, cohesive client and agent experience.

• Defining and driving the target state architecture, integration patterns and data flows across the primary platforms and the second tier platforms (learning, quality assurance, knowledge base), reducing duplication, fragmentation and customization.

• Making clear build / buy / consolidate decisions, partnering with Enterprise Architecture to champion the best solutions, break them down and move them to implementation while balancing time to market with strategic considerations.

• Maximizing the value of licensing and vendor investments; manage vendor relationships, roadmaps, contracts and commercial performance

• Leading the Internal Tooling product management function, responsible for reducing the number of contacts that reach the operations team by eliminating the root causes of demand.

• Owning the roadmap, performance and continuous optimization of the internally built tools native to Questrade that support clients and operations teams, ensuring they are reliable, easy to use, well adopted and integrated with the core platforms.

• Evaluating internally built tools on usage, effectiveness and contact impact; enhance, consolidate or retire them as needed, and decide where to extend native tools versus rely on the core platforms.

• Using contact driver data, quality insights and operational feedback to identify, prioritize and deliver self service, proactive communication, workflow automation and tooling improvements that deflect or prevent contacts.

• Setting measurable targets for contact reduction, deflection and cost to serve; report progress and realized business value to Operations and executive leadership.

• Partnering with product, design, data and business owners across QFG to fix upstream product and process issues that generate avoidable contacts.

• Driving the technology strategy and delivery for the AI service agent, including integration with the CRM, Telephony platform and knowledge base, continuous tuning, guardrails, and seamless handoff between AI and human agents.

• Building a strong team with engineering skills to extract the best value from the telephony platform for Sales and Customer Service agents; evolve routing, omnichannel and agent experience capabilities and build frameworks that turn existing capabilities into products for business stakeholders.

• Owning the platform roadmap and engineering delivery; leverage standard features, minimize customization and establish integration patterns that protect the value of the investment while meeting the specific needs of each QFG line of business.

• Providing accountable technology ownership of the learning platform, quality assurance tooling and knowledge base, ensuring they are integrated with the core platforms and that data flows between them supports coaching, quality and resolution outcomes.

• Designing the end to end client and agent journey across channels so that handling a contact is simple, fast, consistent and delightful, and measuring it through clear experience and efficiency metrics.

• Defining and executing the AI strategy for customer engagement, leveraging AI wherever possible to multiply the output of agents, engineers and product teams.

• Driving adoption of AI assisted engineering and delivery practices to increase team velocity and quality.

• Identifying opportunities with business leaders for process optimization using AI, RPA and workflow automation; oversee implementation and continuous improvement of automated processes that are maintainable and appropriate for the use case.

• Establishing responsible AI practices, including governance, testing, monitoring and human oversight, in line with regulatory and privacy requirements.

• Fostering a culture of data driven decision making and use best in class data assets from across the organization to inform decisions.

• Acting as the primary technology partner to Operations and contact centre leadership; maintain a strong feedback loop through understanding business needs, communicating feature delivery roadmaps and realizing business value.

• Be fully accountable for production support across all platforms, including availability, incident response, root cause resolution and platform resilience, with a strong sense of urgency.

• Defining and tracking operational and engineering KPIs (e.g., availability, time to resolve incidents, delivery cadence, contact volume, resolution rate, client and agent experience) and drive continuous improvement against them.

• Coordinating efforts and dependencies on large contact centre initiatives across peer engineering groups, ensuring initiative goals are met, risks are mitigated and escalations are properly communicated.

• Maintaining a strong understanding of QFG’s brand, services, competitive edge and long term vision for market and product expansion.

• Driving continued adoption of agile, DevOps and SRE practices across all teams in scope, moving fast with high quality; continuously improving development process and engineering practices, including production support.

• Performing peer reviews to ensure solution quality, overall accuracy and fit of solutions within the business problem.

• Ensuring engineering compliance with secure application development best practices, security by design, privacy by design and rapid resolution of any known vulnerabilities.

• Ensuring engineering compliance with all IT governance practices and regulatory requirements.

So are YOU our next Director, Customer Engagement Platforms? You are if you…

• Have  a strong business acumen and business planning skills; expertise in budget planning and financial management, including vendor and licensing investments.

• Have a proven, hands on experience with the core tools in our stack: Decagon (AI Service Agent), Genesys Cloud (Telephony) and Salesforce (CRM), including implementation, integration, optimization and production support; comparable enterprise platforms in each category will be considered.

• Have experience with the supporting platforms for learning, quality assurance and knowledge management, and with building, owning and optimizing internally developed tools and automation that reduce contact volume.

• Have experience unifying or consolidating multiple platform technology landscapes into a cohesive customer engagement ecosystem.

• Have broad knowledge of current and emerging technologies and their strategic application to business needs, including the ability to differentiate between a relevant trend and hype.

• Have a demonstrated ability to apply AI and automation to create a multiplier effect on productivity, service delivery and client experience.

• Have a very strong appreciation for the complexities of service delivery in highly regulated businesses; expert knowledge of how to deliver results in alignment with control frameworks.

• Have advanced expertise with modern practices of Agile, SAFe, DevOps, SRE and Chapters, and their application to large scale, complex technology organizations.

• Have an ability to improve operational efficiency, service delivery and information management across the IT organization

• Operate with an exceptional sense of urgency and bias for action; moves fast without compromising security, quality or compliance.

• Are fearlessness in suggesting or backing big ideas; sets and accomplishes challenging goals in alignment with high standards.

• Pursue everything with energy, drive and the need to finish; persists in the face of challenges and setbacks.

• Compete resourcefully and take calculated risks to achieve results; outstanding analytical and problem solving abilities.

• Take systemic ownership of problems end to end, across platforms and teams, rather than stopping at organizational boundaries.

Compensation Information:

• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!

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