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TD Bank Delivery Leader - Conversational Voice Response Technology in Mount Laurel, New Jersey


Job Title:

Delivery Leader - Conversational Voice Response Technology

TD Description:

About TD Bank, America's Most Convenient Bank®

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit Find TD Bank on Facebook at and on Twitter at .

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit .

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Department Overview:

Job Description Summary

TD Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organisations 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 organisation is looking for exceptional professionals to join the new program team that will lead this technology and business transformation. With access to leading tools and technologies, this role will contribute to the construction of the next generation contact centre platform in the industry.

This role has a wide reach across our colleague communities. You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, and omni-channel application specialists from the bank and our partners.


United States

Job Requirements:

  • Must be eligible for employment under regulatory standards applicable to the position.

Bachelor's Degree in related field

Between 10 to 15 of Years of experience in Contact Centre solution design and implementation, at least 5 of them in a technical delivery leadership role

Experience in delivery of cloud-based applications

Engineering or master's degree in computer science or equivalent

Experience in voice automation and contact centre technologies Genesys Pure Engage, Nuance, Google CCAI is an asset

Working knowledge of programming language such as JavaScript, VXML and related



Job Description:

Responsible for managing the end to end delivery of the next generation of interactive voice response applications to the business. The next generation of voice response technologies will leverage the latest capabilities available in the marketplace from natural language processing, machine learning and will allow for advanced personalized self-service.

This role is part of the program technology stream leadership, and encompasses the planning, building, delivery and steady state operations enabling and reports to the program technology executive.

Lead and drive the planning and delivery of functions and services to TD Shared Services platform which operates across all market segments.

Accountable for:

End to end technical leadership of the interactive voice solution component from planning design and delivery into steady state operations

Driving to the committed objectives, from a timeline, budget and quality aspects of the program

Managing multiple development teams, including architect, solutions designer, user experience specialist, configurators and developers

Providing expertise and strategic counsel to business and technology leadership teams

As part of the role you will be:

Engaging executive stakeholders appropriately to review program progress obtain input, validation and approval of key decisions

Engaging with line of business and technology project teams on related project deliverables

Facilitating key strategic discussions and providing thought leadership to executive audience (output may include strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.)

Providing coaching, mentorship and guidance to practitioners, interact with business to refine requirements and grooming stages, manage expectations with business and IT executives within area of expertise

Key Leadership Behaviors:

Business acumen

Technology thought leader

Services industry orientation

Employee experience championship

Key Capabilities:

Technically strong with foundation across multiple application domains and development methodologies with a deeper expertise in implementing solutions in complex environments at scale

Proven track record in delivering on commitments

Experienced in people management as well as talent and leadership development


At TD, we are committed to fostering 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 our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.


New Jersey


Mount Laurel

Work Location:

Mt Laurel - 6000 Atrium Way

Business Line:


Job Category - Primary:

Administrative / Clerical / Support

Job Category(s):

Administrative / Clerical / Support

**Province/State (Primary):

New Jersey

City (Primary):

Mount Laurel

Job Family:

Technology Delivery/ Partner Mgmt

Time Type:

Full Time

Employment Type:


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