Conversational IVR Design Lead

Hours
37.5

Workplace Model
Hybrid

Pay Details

We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.

Department Overview

Building a World-Class, Diverse and Inclusive Technology Team

We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.

Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organizations across all lines of business at TD, in Canada and in the US. As TD is planning the design and deployment of the next wave of technologies advancements in this field, the organization is looking for exceptional professionals to join the new program team that will lead this technology and business transformation.
You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, developers, testers and application specialists from the bank and our partners

Job Details

About This Role

As a member of the Business Shared Services Technology (BSST) team, Conversational IVR Design Lead will own the creation of a comprehensive end-to-end detailed solution for NLU and DTMF IVRs with overall accountability for the technical design and delivery of the System Design Specification (SDS). You'll be exposed to stretch assignments as you take on large-scale, complex and/or enterprise-wide projects. This role will be part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.

•Develop and document a detailed solution design within SDS, impart your subject matter expertise throughout life cycle.
•Produce top-notch functional, technical and user interface designs.
•Take business, Enterprise Architecture, system performance (special focus on end to end performance) and development standards requirements, then develop functional, technical and user interface designs for an application and/or system.
•Review technical deliverables for quality throughout detailed design and development phase, identify gaps or redesign as needed.
•Define metrics and performance goals with technology partners and peers.
•Identify ways to minimize cost, play a role in introducing strategic solutions to support cost effectiveness and enhance stakeholder experience.
•Conduct code reviews to address quality, standards compliance, reusability and ease of maintenance, Operational Readiness Reviews, and support gating and review sign-offs for solution design.
•Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind.
•Develop, implement, support and improve solutions/processes that maximize system availability, efficiency/ effectiveness and minimize/prevent problems/ issues
•Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance
•Assist testing teams in translating requirements and use cases into test conditions and expected results for product, performance, user acceptance, and operational acceptance testing
•Gain knowledge in own area, stay abreast of technology trends and developments, develop expertise in TD services, applications, infrastructure, analytical tools and techniques, business domains and their products and services
•Work with vendors to support business case development (consistent with technology requirements and guidelines) including benefits identification, RFI/RFP and service level agreements

Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

•Undergraduate Degree or Technical Certificate (Graduate degree preferred)
•7+ years relevant experience in system design preferably in Contact Center domain
•Experience with a proven track record of requirements gathering (functional, non-functional and technical) for IVR (NLU is a plus) and building a design
•Relevant technologies include but are not limited to:
•Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, Microsoft Azure, Conversational AI platforms, API designing etc.
•Strong understanding of Java with client backend integrations (HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server)
•Familiarity with tools like Bitbucket/Git, Eclipse, RAD, JIRA, Cyara and Confluence.
•Working experience with MS SQL Server, MySQL, Oracle
•Hands-on experience with various SDLC including waterfall and agile
•Experience working within a large-scale Enterprise environment (preferably financial industry)
•Readiness and motivation to work autonomously in a lead capacity on a diverse range of activities (e.g. design, support of technical business solutions)
•Strength in identifying root causes and implementing targeted and controlled remediation plans
•Self-motivated team player with high energy and ability to work independently as well as within a team
•Strong verbal and written communication skills are essential

Additional Information

Join in on what others in TD Technology Solutions are doing:

•Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
•Learn voraciously, stretch your thinking,

Company Overview
Our Values
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes ... because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they'll always have access to the TD community and experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is a customer obsessed organization, and we are deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Inclusiveness
Our Commitment to Diversity, Equity, and Inclusion
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Category

Information Technology