Lead the Customer Engagement Platforms at QFG, transforming client service experiences through technology innovation in a hybrid working model. Drive strategies for AI, telephony, and CRM systems to enhance client support and satisfaction.

As the Director of Customer Engagement Platforms, you will be pivotal in defining the technology strategies that unify QFG’s service ecosystem. Your expertise in AI Service Agents like Decagon, telephony systems such as Genesys Cloud, and CRM like Salesforce will drive improvements in client interactions. Collaborating closely with Operations leadership, you will focus on producing measurable results in client experience and operational efficiency.

Key Responsibilities:
• Own technology strategy and roadmap for customer engagement stack
• Lead integration of platforms and reduce system fragmentation




• Make build/buy decisions with Enterprise Architecture
• Manage vendor relationships and maximize licensing value
• Optimize internal tooling to minimize contact rates

Requirements:
• Proven experience with Decagon, Genesys Cloud, and Salesforce
• Background in building and optimizing internal tools
• Solid business acumen with budget management skills
• Expertise in Agile, DevOps, and SRE practices
• Ability to drive AI and automation initiatives

Shape the future of customer engagement at QFG by leveraging cutting-edge technology and innovative practices.
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📌 Director of Customer Engagement at QFG (Ontario)
🏢 Colonial Group
📍 Ontario