Questrade Financial Group (QFG) , through its companies
- Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG. What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Work-life balance in a hybrid setting with at least 3 days in office Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment This job posting is for an existing vacancy. We’re looking for our next Director, Customer Engagement Platforms. Could It Be You?

The Director, Customer Engagement Platforms is a high impact leadership role accountable for the technology strategy, engineering execution and production health of the platforms that power Questrade’s client service experience. The role owns four pillars of work Internal Tooling:



a product management function that builds and optimizes Questrade’s own native tools, focused on preventing contacts from reaching the operations team in the first place. AI Service Agent (Decagon): automated, conversational resolution of client inquiries. Telephony (Genesys Cloud): voice and omnichannel routing for Sales and Customer Service agents. CRM (Salesforce): the system of record for client relationships, cases and servicing workflows. Internal Tooling governs how we prevent work from coming in at all. The AI Service Agent, Telephony and CRM pillars govern how we handle the volume that does come in, and how we make that experience seamless and delightful for clients and agents. Alongside these sit second tier platforms (the learning platform, quality assurance and the knowledge base), which the Director is responsible for integrating into one coherent, unified customer engagement ecosystem rather than a collection of separate systems. Reporting to the Managing Director of Transformation and Operations, the Director serves as the key technology partner to Operations leadership, translating operational goals into platform strategy and delivering outcomes. From a top down, technology led perspective, this leader is fully accountable for driving a measurably better client experience, lower cost to serve and greater operational scale. The ideal candidate brings strong business and technology judgment and pairs it with a bias for speed: agile delivery,



an exceptional sense of urgency, entrepreneurial boldness and systemic problem ownership. They apply AI wherever possible as a multiplier across the platforms, in engineering practices and in how the team works, while remaining fully accountable for production support, security by design, licensing value and rapid resolution of platform vulnerabilities before they impact business operations. Need more details? Keep reading…

In this role, responsibilities include but are not limited to: Owning the end to end technology strategy and multiyear roadmap for the customer engagement stack (AI Service Agent, Telephony and CRM, currently Decagon, Genesys Cloud and Salesforce), unifying systems, data and technology stacks into a single, cohesive client and agent experience. Defining and driving the target state architecture, integration patterns and data flows across the primary platforms and the second tier platforms (learning, quality assurance, knowledge base), reducing duplication, fragmentation and customization. Making clear build / buy / consolidate decisions, partnering with Enterprise Architecture to champion the best solutions, break them down and move them to implementation while balancing time to market with strategic considerations. Maximizing the value of licensing and vendor investments; manage vendor relationships, roadmaps, contracts and commercial performance Leading the Internal Tooling product management function, responsible for reducing the number of contacts that reach the operations team by eliminating the root causes of demand. Owning the roadmap, performance and continuous optimization of the internally built tools native to Questrade that support clients and operations teams, ensuring they are

📌 Director, Customer Engagement Platforms (Canada)
🏢 Questrade Financial Group
📍 Canada