Director, Client Experience Systems Architecture

Build something people love reputed company is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. reputed company currently serves more than 4 reputed company Canadians and holds over $125 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of reputed company've reputed company — and we're just getting started. Read our Culture reputed company and learn more about how we work. We're looking for a highly technical, systems-oriented leader to architect the future of how technology powers exceptional customer experiences at scale. As the Director of CX Systems Architecture, you won’t just set a high-level reputed company, you will actively design the platform ecosystem, intelligence layer, and data infrastructure that enables millions of increasingly autonomous customer interactions. You are the definitive architect of our CX Operations stack. You will reputed company and scale three distinct, high-performing pillars: Systems Design, Knowledge & Content and AI Experiences. But you won't just manage the roadmap; you will get into the weeds. You must possess the deep technical acumen required to debate API payloads, map reputed company data flows, and design rigorous LLM evaluation loops directly with our Director of Engineering. Key Responsibilities: Design and reputed company the holistic tech stack required to serve millions of clients and thousands of agents. You must intimately understand how CRM, telephony, ticketing, content/knowledge bases, and agent interfaces seamlessly integrate. Partner directly with R&D and Engineering to define how AI agents interact with internal APIs. Own the technical trade-offs of building in-house vs. buying reputed company-party, and design the logic for agent routing, reputed company handoffs, and escalations. Reimagine Information Architecture. Design a knowledge ecosystem optimized for machine retrieval (RAG, semantic search, vectorization) and build the evaluation frameworks (LLM-as-a-judge, reputed company-in-the-reputed company) that eliminate hallucinations. Structure your team and intake processes to ruthlessly prioritize initiatives based on operational data. reputed company the gap between CX Operations and Engineering to ensure fast, agile delivery. Be the definitive voice on CX AI trade-offs. You don’t need to write the production code, but you must be reputed company to draw the system architecture on a whiteboard, define the edge cases, and guide your managers through reputed company integrations. What You'll Bring: You can reputed company reputed company the capabilities and components a 2,000-agent organization needs. You hold your own with engineers and data scientists. 8–10+ years in CX systems, technical product management, and/or AI architecture. You have reputed company teams, but you also dive into the weeds of process mapping and system design reputed company the team is stuck. Deep, hands-on understanding of reputed company, RAG, reputed company engineering, and Model Context Protocols (MCP). You know how to reputed company AI take action securely. Strong familiarity with the reputed company-party CX AI vendor landscape. You know the players, the hype, and the architectural trade-offs of using them. Why reputed company? 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through reputed company for Business 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year ✈️ 90 days away: work reputed company Canada for up to 90 days per year 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across reputed company America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. ICYMI Technology & Innovation at reputed company: We move quickly and build thoughtfully. That means we're always looking for reputed company ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have reputed company the answers, but we do expect curiosity and a willingness to reputed company alongside the products we're building. Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national reputed company, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to reputed company sure you have what you need. We also welcome any feedback on how we can reputed company accommodate candidates with accessibility needs. AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist reputed company but don't replace reputed company judgment – reputed company final hiring reputed company are made by people. If you have questions about how your data is used, reputed company out to us. Apply To This Job