{"id":2092789,"url":"https://alion.io/job/questrade-director-customer-engagement-platforms-2","title":"Director, Customer Engagement Platforms","company":{"id":58127,"name":"Questrade","domain":"questrade.com","url":"https://alion.io/company/questrade","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":95,"open_postings":12,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["North York, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":200000,"max":225000,"currency":"CAD","period":"year","gross":null,"usd_annual":157986},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false}],"status":"live","first_seen_at":"2026-10-08T04:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-22T04:24:20Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"What’s in it for you as an employee of QFG?\nHealth & wellbeing resources and programs \nPaid vacation, personal, and sick days for work-life balance\nCompetitive compensation and benefits packages\nWork-life balance in a hybrid environment with at least 3 days in office\nCareer growth and development opportunities\nOpportunities to contribute to community causes\nWork with diverse team members in an inclusive and collaborative environment\nThis job posting is for an existing vacancy. \n\nWe’re looking for our next Director, Customer Engagement Platforms. Could It Be You?\nThe Director, Customer Engagement Platforms is a high impact leadership role within QTG Servicing Systems Engineering, 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:\nInternal 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.\nAI Service Agent (Decagon): automated, conversational resolution of client inquiries.\nTelephony (Genesys Cloud): voice and omnichannel routing for Sales and Customer Service agents.\nCRM (Salesforce): the system of record for client relationships, cases and servicing workflows.\nInternal Tooling governs how we prevent work from coming in at all. The AI Service Agent, Telephony and CRM pillars govern how we handle the volume that does come in, and how we make that experience seamless and delightful for clients and agents. Alongside these sit second tier platforms (the learning platform, quality assurance and the knowledge base), which the Director is responsible for integrating into one coherent, unified customer engagement ecosystem rather than a collection of separate systems.\nReporting 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. From a top down, technology led perspective, this leader is fully accountable for driving a measurably better client experience, lower cost to serve and greater operational scale.\nThe ideal candidate brings strong business and technology judgment and pairs it with a bias for speed: agile delivery, an exceptional sense of urgency, entrepreneurial boldness and systemic problem ownership. They apply AI wherever possible as a multiplier across the platforms, in engineering practices and in how the team works, while remaining fully accountable for production support, security by design, licensing value and rapid resolution of platform vulnerabilities before they impact business operations.\nNeed more details? Keep reading…\nIn this role, responsibilities include but are not limited to: \nOwning the end to end technology strategy and multiyear roadmap for the customer engagement stack (AI Service Agent, Telephony and CRM, currently Decagon, Genesys Cloud and Salesforce), unifying systems, data and technology stacks into a single, cohesive client and agent experience.\nDefining and driving the target state architecture, integration patterns and data flows across the primary platforms and the second tier platforms (learning, quality assurance, knowledge base), reducing duplication, fragmentation and customization.\nMaking clear build / buy / consolidate decisions, partnering with Enterprise Architecture to champion the best solutions, break them down and move them to implementation while balancing time to market with strategic considerations.\nMaximizing the value of licensing and vendor investments; manage vendor relationships, roadmaps, contracts and commercial performance\nLeading 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.\nOwning the roadmap, performance and continuous optimization of the internally built tools native to Questrade that support clients and operations teams, ensuring they are reliable, easy to use, well adopted and integrated with the core platforms.\nEvaluating internally built tools on usage, effectiveness and contact impact; enhance, consolidate or retire them as needed, and decide where to extend native tools versus rely on the core platforms.\nUsing 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.\nSetting measurable targets for contact reduction, deflection and cost to serve; report progress and realized business value to Operations and executive leadership.\nPartnering with product, design, data and business owners across QFG to fix upstream product and process issues that generate avoidable contacts.\nDriving the technology strategy and delivery for the AI service agent, including integration with the CRM, Telephony platform and knowledge base, continuous tuning, guardrails, and seamless handoff between AI and human agents.\nBuilding a strong team with engineering skills to extract the best value from the telephony platform for Sales and Customer Service agents; evolve routing, omnichannel and agent experience capabilities and build frameworks that turn existing capabilities into products for business stakeholders.\nOwning the platform roadmap and engineering delivery; leverage standard features, minimize customization and establish integration patterns that protect the value of the investment while meeting the specific needs of each QFG line of business.\nProviding accountable technology ownership of the learning platform, quality assurance tooling and knowledge base, ensuring they are integrated with the core platforms and that data flows between them supports coaching, quality and resolution outcomes.\nDesigning the end to end client and agent journey across channels so that handling a contact is simple, fast, consistent and delightful, and measuring it through clear experience and efficiency metrics.\nDefining and executing the AI strategy for customer engagement, leveraging AI wherever possible to multiply the output of agents, engineers and product teams.\nDriving adoption of AI assisted engineering and delivery practices to increase team velocity and quality.\nIdentifying opportunities with business leaders for process optimization using AI, RPA and workflow automation; oversee implementation and continuous improvement of automated processes that are maintainable and appropriate for the use case.\nEstablishing responsible AI practices, including governance, testing, monitoring and human oversight, in line with regulatory and privacy requirements.\nFostering a culture of data driven decision making and use best in class data assets from across the organization to inform decisions.\nActing as the primary technology partner to Operations and contact centre leadership; maintain a strong feedback loop through understanding business needs, communicating feature delivery roadmaps and realizing business value.\nBe fully accountable for production support across all platforms, including availability, incident response, root cause resolution and platform resilience, with a strong sense of urgency.\nDefining and tracking operational and engineering KPIs (e.g., availability, time to resolve incidents, delivery cadence, contact volume, resolution rate, client and agent experience) and drive continuous improvement against them.\nCoordinating efforts and dependencies on large contact centre initiatives across peer engineering groups, ensuring initiative goals are met, risks are mitigated and escalations are properly communicated.\nMaintaining a strong understanding of QFG’s brand, services, competitive edge and long term vision for market and product expansion.\nDriving continued adoption of agile, DevOps and SRE practices across all teams in scope, moving fast with high quality; continuously improving development process and engineering practices, including production support.\nPerforming peer reviews to ensure solution quality, overall accuracy and fit of solutions within the business problem.\nEnsuring engineering compliance with secure application development best practices, security by design, privacy by design and rapid resolution of any known vulnerabilities.\nEnsuring engineering compliance with all IT governance practices and regulatory requirements.\nSo are YOU our next Director, Customer Engagement Platforms? You are if you…\nHave a strong business acumen and business planning skills; expertise in budget planning and financial management, including vendor and licensing investments.\nHave a proven, hands on experience with the core tools in our stack: Decagon (AI Service Agent), Genesys Cloud (Telephony) and Salesforce (CRM), including implementation, integration, optimization and production support; comparable enterprise platforms in each category will be considered.\nHave experience with the supporting platforms for learning, quality assurance and knowledge management, and with building, owning and optimizing internally developed tools and automation that reduce contact volume.\nHave experience unifying or consolidating multiple platform technology landscapes into a cohesive customer engagement ecosystem.\nHave broad knowledge of current and emerging technologies and their strategic application to business needs, including the ability to differentiate between a relevant trend and hype.\nHave a demonstrated ability to apply AI and automation to create a multiplier effect on productivity, service delivery and client experience.\nHave a very strong appreciation for the complexities of service delivery in highly regulated businesses; expert knowledge of how to deliver results in alignment with control frameworks.\nHave advanced expertise with modern practices of Agile, SAFe, DevOps, SRE and Chapters, and their application to large scale, complex technology organizations.\nHave an ability to improve operational efficiency, service delivery and information management across the IT organization\nOperate with an exceptional sense of urgency and bias for action; moves fast without compromising security, quality or compliance.\nAre fearlessness in suggesting or backing big ideas; sets and accomplishes challenging goals in alignment with high standards.\nPursue everything with energy, drive and the need to finish; persists in the face of challenges and setbacks.\nCompete resourcefully and take calculated risks to achieve results; outstanding analytical and problem solving abilities.\nTake systemic ownership of problems end to end, across platforms and teams, rather than stopping at organizational boundaries.\nCompensation Information:\nBase salary range: $200,000- $225,000\nThe 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.\n\nSounds like you? Click below to apply!\n#LI-Hybrid","description_format":"text","description_chars":11176,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Investing Apps & Robo-Advisors","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-10-08T15:33:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":13,"expected_fill_days":67,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":157986,"is_top_pay":false},"html_url":"https://alion.io/job/questrade-director-customer-engagement-platforms-2","json_url":"https://alion.io/job/questrade-director-customer-engagement-platforms-2.json","meta":{"generated_at":"2026-10-22T04:31:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4927,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58127},"rest":"https://alion.io/mcp/rest/get_company?id=58127"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fquestrade-director-customer-engagement-platforms-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fquestrade-director-customer-engagement-platforms-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fquestrade-director-customer-engagement-platforms-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/questrade-director-customer-engagement-platforms-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fquestrade-director-customer-engagement-platforms-2"}]}