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 management.

Champ...