Job Description
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...