Director, Customer Engagement Platforms in Toronto

Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits.

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

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.

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. This leader is fully accountable for driving a measurably better client experience, lower cost to serve and greater operational scale.

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, 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, reducing duplication, fragmentation and customization.
• Making clear build / buy / consolidate decisions, partnering with Enterprise Architecture to champion the best solutions.
• 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.
• 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.
• Driving the technology strategy and delivery for the AI service agent, including integration with the CRM, Telephony platform and knowledge base.
• Building a strong team with engineering skills to extract the best value from the telephony platform for Sales and Customer Service agents.
• Providing accountable technology ownership of the learning platform, quality assurance tooling and knowledge base.
• Designing the end to end client and agent journey across channels so that handling a contact is simple, fast, consistent and delightful.
• Defining and executing the AI strategy for customer engagement, leveraging AI wherever possible to multiply the output of agents, engineers and product teams.
• Establishing responsible AI practices, including governance, testing, monitoring and human oversight, in line with regulatory and privacy requirements.
• Acting as the primary technology partner to Operations and contact centre leadership; maintain a strong feedback loop through understanding business needs.
• Be fully accountable for production support across all platforms, including availability, incident response, root cause resolution and platform resilience.
• Defining and tracking operational and engineering KPIs and drive continuous improvement against them.
• 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.
• Ensuring engineering compliance with secure application development best practices, security by design, privacy by design and rapid resolution of any known vulnerabilities.

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.
• Have proven, hands on experience with the core tools in our stack: Decagon, Genesys Cloud and Salesforce.
• Have experience with the supporting platforms for learning, quality assurance and knowledge management.
• 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.
• Have a demonstrated ability to apply AI and automation to create a multiplier effect on productivity, service delivery and client experience.
• Have advanced expertise with modern practices of Agile, SAFe, DevOps, SRE and Chapters.
• Operate with an exceptional sense of urgency and bias for action.
• Are fearless in suggesting or backing big ideas; sets and accomplishes challenging goals.
• Pursue everything with energy, drive and the need to finish.
• Compete resourcefully and take calculated risks to achieve results.
• Take systemic ownership of problems end to end, across platforms and teams.

Compensation Information:

Base salary range: $200,000- $225,000. 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.

At Questrade Financial Group of Companies, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential.