Expert, Solution Architect / Product Manager Telephony & Contact Center

At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!

Job Summary

The Expert, Telephony & Contact Center Solution Architect/ Product Management is responsible for translating business requirements into product roadmaps and defining sound end-to-end Telephony and Contact Center solutions and aligns with Enterprise Architecture and corporate directions. The incumbent works closely with the Business and I&T stakeholders to develop and drive the evolution of CN IT enterprise platform products and solutions under their responsibility. The Expert will achieve this based on user and business client feedback, alignment with Enterprise Architecture strategies and using reports and feedback from the Service Offering Manager and Product Owner. This role ensures that the product and these evolutions meet CN's requirements Regulatory and Cybersecurity[PK1] requirements, good market practices and modernization objectives.

Main Responsibilities

Solution Architecture

· Document the existing technology portfolio and propose recommendations for improvements and / or alternatives.

· Evaluate current and emerging Voice and infrastructure technologies.

· Develop and implement various data center and network evolution initiatives.

· Create, support, and influence pragmatic architectural oversight, using principles, policies, and guardrails.

· Design solutions that are modular and can be replicated and look for replication opportunities for solution being developed.

· Review, understand and evaluate business requests to determine feasibility, impacts, risks, and recommendations.

· Collaborate with System Architecture in shaping, scoping, defining, planning, and reviewing solutions.

· Provide direction to and align specialized architects in project engagements, ensuring proposed solutions meets business needs and are aligned with (or properly exempted from) corporate standards.

· Present and drive sign-off on the Voice and infrastructure solutions [PK4]

· Manage architectural risk mitigations, and resolution processes.

· Support other Solution Architects

Customer Partnering

· Create a trusted relationship with customers and support leads, ensuring clear communication channels.

· Translate customer and Business needs into solutions through formal product roadmaps.

· Collaborate with other departments to define and improve requirements for products and solutions.

· Manage the evolution pipeline or the creation of new products.

· Collect high-level business requirements to support the Portfolio Manager.

· Provide support to Business Analysts in defining requirements.

· Work with the Portfolio Manager and Integrators to ensure the clarity and accuracy of the project requirements.

· Work with the Service Offering Manager to understand product cost, capacity, and licencing.

· Review the pipeline with Support Managers to take the operational reality into account.

· Lead the annual budget process and service health assessment process.

· Measure and manage customer satisfaction.

Evolving Product Roadmaps

· Provide an overview of innovative technologies that could impact the product portfolio.

· Manage and organize the Product Governance (POD) to formally approve the Product Roadmap and review with Sr Management the proposed initiatives as input for the financial planning processes.

· Pay close attention to product lifecycles and enable steady alignment as part of product management in collaboration with the internal technical Subject Matter Expert (SMEs)

· Engage with Cybersecurity to assess security risks and factor the risk response plans into the Product Roadmap

· Work with the Portfolio Manager and Integrator group to monitor the execution of projects vis-à-vis the Product Roadmap

· Work with the Architecture group to align the product roadmap with Architecture strategies and positions.

· Manage roadmap priorities. Facilitate definition and tracking of key metrics related to products (e.g. performance, financials)

· Work with other Product Management experts and other stakeholders to identity and manage inter-dependencies ensure consistency between various products.

· Engage with vendors to understand and influence their product evolution based on CN's strategic needs.

· Ensure teams responsible for delivery do deliver products that meet requirements.

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. The role requires occasional business travel ( < 10%) within North America.

Requirements

Experience

Relevant Work Experience

· Minimum 10 years of relevant work experience, 5+ years in similar role.

· Experience creating architecture for Voice solutions.

· Experience shaping, building, scaling and sustaining products.

· Experience with requirements analysis.

· Experience working with complex technology systems in large organizations *

· Minimum 5 years of leadership experience and overseeing deliverables.

· Experience in transportation logistic companies*

* Any experience in one of the fields above is considered an asset

Education/Certification/Designation

· Bachelor's Degree in Computer Science, Engineering or equivalent

Competencies

· Inspires others with impactful communications, leadership and adapts to the audience through speech and writing.

· Innovates through problem solving.

· Knows the business and stays current with industry trends to elevate expertise.

· Demonstrates organizational and planning abilities, including but not limited to decision making, problem solving and prioritization.

· Collaborates with key internal stakeholders to enable higher productivity.

· Works independently with little supervision and strong organization skills

· Demonstrates analytical, strategic, and critical thinking and a broad vision when making decisions.

Technical Skills/Knowledge

· In depth knowledge of IP Telephony (Cisco CUCM, IP Phones, Voice Gateways, SIP Trunks, E911, POTS lines) and Contact Center Technologies (Genesys, Nice) is required.

· Experience with standard IT security practices such as encryption, certificates, and key management.

· Experience with IT transformational initiatives.

· Experience with integration between legacy and modern solutions an asset.

· Experience with Cloud First paradigm shifts an asset.

· Experience in program & project scoping and planning an asset.

· Experience in delivering agile architectures an asset.

· Preferred with Security certification or relevant IT security experience (CISSP, CCSP)

· Preferred with certification(s) for ITIL concepts.

· Experience with network automation experience an asset.

· Preferred with certification(s) on Azure and/or Google Cloud Platform.

· Knowledgeable in Archimate or UML modeling an asset.

· Knowledge of Design Thinking principles and Agile and Safe delivery concepts

· Ability to develop a product vision and execute to make that vision a reality.

· Familiar with key principles of Cybersecurity Governance Risk and Compliance

· Continuous process improvement

· Strong command of the office 365 suite (PowerPoint, Word, Excel), familiarity with Service Now is a plus.

About CN

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don't apply unless they feel they fit the job posting at 100%. Even if you don't see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at cnrecruitment@cn.ca.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.