Responsibilities

• Lead the technical design and implementation of changes to the Canadian Contact Center Platform.
• Architect and optimize CEC experience.
• Guide the development of enhancements to the platform across the various development areas including BAU, Intake and Special Projects.
• Lead impact reviews around planned programs/initiatives.
• Collaborate with areas that interface with our platform.
• Define and enforce best practices including coding standards and guard rail score alignment.
• Mentor internal Pega developers and contract teams, fostering a culture of innovation, accountability and continuous improvement.
• Drive experimentation and optimization through proof of concepts and other means.
• Ensure compliance with data governance, privacy regulations and responsible AI standards.
• Maintain system protocols and documentation to support operational excellence and risk mana...