Basic Information

Ref Number

Req_00134771

Primary Location

Torre Pradera

Country

Guatemala

Work Style

Hybrid

Description and Requirements

We are seeking a talented and dynamic Application Development Administrator to join our team. The ideal candidate will be responsible for building strong relationships with customers, gathering requirements, and developing and implementing solutions to meet their needs. This role offers the opportunity to work with cutting-edge technologies and collaborate with a diverse team of professionals.


The CCaaS Improvements and Integrations team, part of TELUS International, is responsible for providing professional services in analyzing, planning, designing and deploying  changes required by the clients as well as providing insights on possible improvements that can be done to their service through our Cloud Contact Center as a Service and all its supporting techonlogies. If you are passionate about delivering exceptional customer experiences and have a strong background in contact center engineering, we encourage you to apply for this exciting opportunity.  


Main Responsibilities:


  • Prepares, deploy and develop test  plans for changes in the platform and  liaise with other TELUS groups and vendors to prepare and test releases.

  • Identifies creative supportable methods for addressing customer requirements and delivering new features as well as working with the customer, developing great relationships with them and defining requirements and scope of actionable items.

  • Providing support by troubleshooting complex incidents with the contact centre applications and supporting technologies

  • Respond to client inquiries via phone, email, and ticketing systems

  • Suggests and prepares resolutions for customer requests.

  • Takes ownership for the delivered application going forward for ongoing support, enhancements and acting upon change management requests.

  • Updates support documentation and troubleshoot if a change completed requires it. 

  • Collaborate with internal teams, including sales, product development, and support, to deliver comprehensive solutions.

  • Provide technical expertise and guidance to customers and internal stakeholders.

  • Conduct training sessions and workshops for customers on new solutions and features.

  • Stay current on industry trends and advancements in contact center technology.


Knowledge:


  • Solid understanding on handling common scripting and programming language (Bash, Javascript, Python, Terraform, Java, Node.js)

  • Solid understanding on Cloud Computing technologies (GCP and AWS).

  • Solid understanding on system integrations.

  • Solid knowledge in IVR scripting.

  • Solid understanding of common desktop data applications, LAN/WAN architecture and data communication, client/server architecture, network equipment and databases.

  • Solid and strong understanding of working with APIs.

  • Well rounded in the Contact Center Industry.

  • Training in Amazon Connect is very desirable.

  • Basic knowledge in Server Management.

  • Basic experience querying  Databases  and analyzing reports.

  • Knowledge on other contact center components such as ACD, Reporting, Recording, CRM integrations.

  • English Language (written and oral) -  B2:

    • Oral and written comprehension

    • Appropriate use of the English language


Skills:


  • Strong communication skills both verbal and written.

  • Ability to deal with high pressure situations.

  • Track record as an independent worker.

  • Strong time management skills; can handle multiple projects and commitments.

  • Best practices knowledge (esp. ITIL certification) desirable.



Studies & Experience:


  • Degree/certification in Computer Science/Software development  or equivalent work experience.

  • Minimum 5 years experience in implementing or managing Contact Center solutions - Mandatory

  • Certifications on Cloud technologies or programming languages is a plus.


What’s in it for you:


  • Private medical and life insurance from day one 

  • Employee Stock purchase plan ESPP

  • Budget for professional growth (certifications)

  • Schedule flexibility.

  • Extra bonus based on performance.


Additional Job Description

We are seeking a talented and dynamic Application Development Administrator to join our team. The ideal candidate will be responsible for building strong relationships with customers, gathering requirements, and developing and implementing solutions to meet their needs. This role offers the opportunity to work with cutting-edge technologies and collaborate with a diverse team of professionals.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
× -