Manager Contact Centre Solutions

Preference will be given to qualified internal applicants.

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

Within ICBC you'll find an innovative and stimulating environment where technology acts as a key enabler to support our strategic goals.   

If you’re passionate about supporting and developing high performing teams, helping organizations adopt new technologies, and leading delivery through to execution and sustainment, take this opportunity to learn how you can become a valuable part of our team.

 At a time when ICBC is transforming its Contact Centre capabilities, we have an exciting leadership position available.  As the Manager of Contact Centre Solutions, you will lead an IT function that enables critical enterprise-wide contact centre capabilities at scale.

Your responsibilities will include:

• Oversee planning, design and the delivery of IT solutions and enhancements on time and on budget
• Directly manage, develop and coach a high performing cross-functional team, including developers, testers and business systems analysts.
• Become established as a trusted business partner, collaborating with corporate internal stakeholders to translate business goals into effective, high value solutions.
• Effective sustainment of applications and services, meeting or exceeding performance expectations through expert engagement with IT, business and 3rd party vendors.
• Contribute to department and divisional planning cycles and manage associated budgets.
• Keep informed of industry and technology trends and best-practice, driving continuous improvement and the evolution of the contact centre technology roadmap.

Position Requirements 

We are looking for a proven people and technology leader, who can hire, guide, motivate and direct employees in the delivery of services. They will also need to hold employees accountable for the effective and efficient delivery of these services.

The successful candidate will demonstrate the ability to translate requirements into delivery of actionable, high-quality solutions in alignment with business goals. 

• A proven people leader with at least 5 years of people management experience (coaching, development and performance management).
• A minimum of 5 years of experience planning, designing and delivering solutions with proven delivery skills. Strong problem solving and decision-making skills. 
• Strategic mindset. Ability to solicit and interpret business requirements into technology solutions and capabilities.
• Ability to manage diverse stakeholders at all levels, including technology and business leads, privacy and security, senior leadership and external vendors.
• Confident and effective communicator with excellent interpersonal, presentation and negotiation skills at all levels.
• Understanding of contact center technology enablement for medium to large business contact centers is required.
• Experience in managing the Genesys Contact Center Pure Cloud Solution and telephony (SIP) is a definite asset.
• Knowledge of DevOps and Release Management practices is required to support the Contact Center solution.

This specialized training is typically recognized by an undergraduate degree and/or a professional designation in a technical/business/scientific field.  Several years of related direct/indirect work experience in a continuous learning environment is typically required for someone to perform this job, including current management experience.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

ICBC provides comprehensive benefit coverage to all eligible employees including a defined benefit pension plan and 4 weeks’ vacation, plus 3 Wellness Days per year.

• Three options available for your health and dental coverage
• Employee and Family assistance program (wellness support)
• Basic group life insurance
• Voluntary group life insurance
• Critical Illness insurance
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks
• Long term disability plan
• Pension plan – defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.

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