TD Bank Delivery Leader - Conversational Voice Response Technology in Mount Laurel, New Jersey
Delivery Leader - Conversational Voice Response Technology
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 www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US .
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 www.td.com .
Auto req ID:
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.
- 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
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.
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:
Technology thought leader
Services industry orientation
Employee experience championship
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 USWAPTDO@td.com . 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.
Mt Laurel - 6000 Atrium Way
TD Bank AMCB
Job Category - Primary:
Administrative / Clerical / Support
Administrative / Clerical / Support
Technology Delivery/ Partner Mgmt
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.