Technical Delivery Manager Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large‑scale, complex, and high‑visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast.

The Technical Delivery

Manager, Contact Centre Technologies will lead the delivery of complex contact centre technology initiatives across Rogers, including IVR, IVA, voice routing, Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, and Agentic AI solutions. This role combines technical delivery leadership, platform modernization experience, stakeholder management, and data‑driven decision‑making to deliver secure, scalable, and customer‑focused solutions. Lead end‑to‑end delivery of contact centre technology initiatives from planning and design through testing, deployment, HyperCare, and operational handoff.

Manage delivery across IVR, IVA, voice routing, Agentic AI, authentication, customer identification, call steering, and live‑agent handoff capabilities. Own delivery plans, roadmaps, milestones, RAID logs, release readiness, change control, and executive‑ready status reporting. Coordinate testing and production readiness, including UAT, regression testing, voice journey validation, synthetic call testing, and AI assurance practices.

Use customer journey insights, KPIs, SQL/BigQuery data, and operational reporting to improve containment, routing accuracy, self‑service completion, and customer experience outcomes. Identify and manage risks, blockers, vendor dependencies, production defects, operational impacts, and post‑implementation improvements. Support AI governance, documentation, runbooks, lessons learned, and continuous improvement for enterprise conversational AI deployments.





Technical Scope AI and automation: Agentic AI, conversational AI, workflow orchestration, NLU, DTMF/ANI/DNIS handling, and responsible AI readiness.

Data and analytics: KPI tracking, customer journey analysis, SQL/BigQuery, containment, routing accuracy, and performance optimization. Degree or diploma in Computer Engineering, Information Technology, Computer Science, Business Technology, or equivalent experience. ~8+ years of experience in technology delivery, product management, or technical program leadership, preferably in contact centre, telecom, or enterprise voice environments. ~ Experience delivering solutions using Genesys Cloud, Google CX/Dialogflow CX, Nuance Mix, or comparable contact centre and conversational AI platforms. ~ Strong understanding of delivery disciplines including scope, schedule, RAID, dependencies, vendor management, release management, and change control. ~ Experience with platform modernization, customer journey mapping, KPI development, SQL/BigQuery analysis, and customer experience improvement. ~ Ability to communicate complex technical concepts clearly to technical teams, business stakeholders, vendors, and senior leaders. ~ Proven ability to manage multiple high‑visibility initiatives, remove blockers, drive decisions, and maintain delivery momentum. ~ This is an on‑site role based in Brampton, Ontario. Occasional after‑hours support may be required for major deployments, incident bridges, cutovers, HyperCare, and business‑critical launches.





We believe in investing in our people and helping them reach their potential as valuable members of our team. Competitive salary & annual bonus Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs. Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.

Homewood employee & family assistance program Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions Our commitment to the setting and diversity Work for an organization committed to environmental protection Strong commitment to diversity and inclusion with employee resource groups supporting equity‑deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. To protect our people, brand and assets, a pre‑employment background check will be conducted.

Schedule: Full time Shift: Day Length of Contract: Not Applicable (Regular Position) Travel Requirements: Canadian Criminal Record Check Technology & Information Technology To support career growth, collaboration, and high‑performing teams, all Corporate Employees are expected to work onsite. We believe that in‑person connection strengthens our culture and drives industry‑leading performance. At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong.

We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Pension plan & Employee stock options available for full‑time and part‑time permanent employees, some restrictions apply #

📌 Technical Delivery Manager (Full Time) (Brampton)
🏢 Rogers communications
📍 Brampton