Director, Customer Engagement Platforms

Role overview

Platform strategy and internal tooling

• Own the multiyear roadmap for AI service, telephony, CRM, and customer engagement systems.
• Define target architecture, integration patterns, and data flows across core and supporting platforms.
• Make build, buy, and consolidate decisions with Enterprise Architecture; manage vendor roadmaps, contracts, performance, and licensing value.
• Lead internal tooling product management and optimize native tools to reduce avoidable contact volume.
• Use contact-driver data and operational feedback to deliver self-service, proactive communications, workflow automation, and tooling improvements.
• Set measurable contact reduction, deflection, and cost-to-serve targets and report realized value.

AI, customer experience, and operations

• Lead AI service-agent integrations, tuning, guardrails, and handoffs between AI and human agents.
• Develop telephony routing and omnichannel capabilities for Sales and Customer Service agents.
• Integrate learning, quality assurance, and knowledge-base platforms with core systems to support coaching and resolution outcomes.
• Design end-to-end client and agent journeys and track experience and efficiency metrics.
• Identify and implement process improvements using AI, RPA, and workflow automation; establish responsible AI governance and human oversight.

Engineering leadership and governance

• Own production availability, incident response, root-cause resolution, and platform resilience.
• Define operational and engineering KPIs and drive continuous improvement in delivery and support.
• Coordinate dependencies across engineering groups and contact-centre initiatives.
• Promote Agile, DevOps, and SRE practices and review solutions for quality and business fit.
• Ensure security by design, privacy by design, IT governance, and regulatory compliance.

Experience and expertise

• Business planning, budget planning, and financial management experience, including vendor and licensing investments.
• Hands-on implementation, integration, optimization, and production support experience with Decagon, Genesys Cloud, and Salesforce, or comparable platforms in each category.
• Experience with learning, quality assurance, knowledge-management, internal tooling, and contact-reduction automation.
• Experience unifying or consolidating multiple platform landscapes into a cohesive customer engagement ecosystem.
• Ability to apply AI and automation to productivity, service delivery, and client experience.
• Strong understanding of control frameworks in highly regulated businesses.
• Advanced expertise in Agile, SAFe, DevOps, SRE, and Chapters in large-scale technology organizations.
• Strong analytical and problem-solving ability, urgency, and systemic ownership across teams and platforms.

Compensation

• The listed base salary range is CAD 200,000–225,000; final compensation depends on experience, skills, and geographic location.
• The posting describes benefits and a competitive incentive program for full-time permanent roles.

Workplace

• The employer describes its workplace as hybrid, with at least three days in the office.