- Computer science
- Data modeling
- Business development
- Financial services
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
We currently have career opportunities for senior managers in our Canadian banking technology consulting team. Our team works to build a better world by transforming businesses through the potential of our people, technology, and innovation. Emerging technologies are transforming all lines of business and requires our customers to embrace these new technological capabilities and see them as new competitive advantages.
We work collaboratively with some of the top executives in financial institutions of all sizes and scales, helping them create and realize the best solutions for the future of their business. Each project is different, so you’ll need to be able to excel in ambiguous situations and confidently navigate ever-changing circumstances. We’ll look to you to be a self-starter, have the ability to translate complex information into simple terms, manage teams, and deliver long-term solutions with confidence. On this team, you’ll have the unique opportunity to imagine the future as well as create it, where you can craft ideas and implement them for our clients.
Your key responsibilities
As a senior manager, you will advise clients and the team to achieve strategic transformations and digital implementations with a focus in Contact Centre Technology Delivery. You will manage onsite and global teams to lead the delivery of Genesys contact centre capabilities for clients, build relationships, and foster team development. This will also include generating new business opportunities by developing ideas and solutions to present to internal and external clients.
In this role, the primary responsibilities will include (but are not limited to):
Provide oversight and leadership for the Contact Centre Technology Delivery team
Work with teams to deliver on Genesys Contact Centre technology capabilities for clients
Maintain both high level and deep knowledge of all aspects of the Genesys Contact Centre and Cloud platform solutions to advise on client needs
Provide technical escalation support and work directly with clients in finding a solution to technology issues
Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Contact Centre technology delivery solutions
Support the hiring and on-boarding process for new contact center capabilities team members
Manage team performance to targeted key performance indicators
Introduce and maintain continuous performance process and standards
Learn and understand the needs of team members and ensure that they are set up for success
Skills and attributes for success
Agile, growth-oriented mindsets. What you know matters. But the right mindset is just as important in determining success. We’re looking for people who are innovative, can work in an agile way and keep pace with a rapidly changing world. Experience in business development or delivering against financial targets in a service-oriented context is a plus.
High-performance tech leaders. A strong track record of management of large teams delivering strategic technology-enabled transformations and major digital implementations. Demonstrated team leadership experience in complex contexts, in addition to project management, advanced analytical and problem-solving skills.
Great communicators. Communication is key — we strive to bring our best interpersonal, written and verbal communication skills, whether we’re writing an e-mail, building a proposal, drafting an architecture diagram, or cutting code. It is required to be bilingual (French/ English) to work in the Montreal office.
Curiosity and purpose. We’re looking for people who see opportunities instead of challenges, who ask better questions to seek better answers that build a better working world, and who are committed to integrity in every environment.
Integrity and inclusivity. We’re looking for people who seek out and embrace diverse perspectives, who value differences, and team inclusively to build safety and trust.
To qualify for the role you must have
Bachelor's Degree/Diploma in Information Technology/Computer Science/Computer Engineering with 8+ years of contact centre/IVR industry experience and team leadership experience
Experience in managing Genesys contact centre technologies for on-premise and/or cloud or hybrid
Experience managing delivery teams for complex large scale end-to-end technology implementation programs
Experience working with Genesys Cloud and On-prem GVP
Able to work with client leadership to attain expectations, influence direction, and manage expectations
Ideally, you’ll also have
Genesys Cloud and ITIL certifications
Financial services and banking sector experience
Agile Methodology experience
Business and IT architecture
IT strategy and roadmap
Data architecture, data flows and some understanding of data modelling
What we look for
Successful candidates will have a leadership presence with a proven track record of sales and delivery in a management consulting context with established client relationships and experience in Canada.
What we offer
At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:
Support and coaching from some of the most engaging colleagues in the industry
Learning opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way that’s right for you
Diversity and Inclusion at EY
Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. From our actions to combat systemic racism and our advocacy for the LGBT+ community to our innovative Neurodiversity Centre of Excellence and Accessibility initiatives, we welcome and embrace the diverse experiences, abilities, backgrounds and perspectives that make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.
EY Way of Work and your health and safety
EY Way of Work recognizes flexibility in the way we collaborate, innovate and deliver with the ability to work in-person and remotely. To support a healthy and safe in-person working environment, EY has implemented various layers of health and safety controls while working in the office or at client or other locations. A critical component of EY’s workplace safety program includes our COVID-19 vaccination policy which requires all personnel to be fully vaccinated against COVID-19 unless an accommodation based on a reason protected by human rights legislation is provided.
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
EY | Building a better working world
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