Senior Technology Analyst

Here’s the impact you’ll make and what we’ll accomplish together: TC3 is a TELUS hosted contact center offering flexible, cost effective contact center technology to varied industry segments and opportunity sizes in Canada and internationally. TC3 is primarily based on Cisco Hosted Collaboration Solution (HCS) and Thrio’s cloud technologies(CC360). The TELUS Cloud Service Application Team (CSAT), part of TELUS International, is responsible for the deployment and support of the service and the implementation of new customers.

Here's what you will be doing. 

Show overall accountability for the technical success of the TC3 & CC360 initiatives by ensuring the applications (TC3/CC360) run smoothly for all of our customers via: 

• Proactively identifying problems, deploying smart solutions

• Contributing to the requirements and design of new service offerings on the CC360/TC3 services, coordinating and helping to test new application updates and infrastructure upgrades 

• Act as a liaison to multiple internal teams and external vendors and partners to deliver and manage the CC360/TC3 services effectively and efficiently

• Provide direction to more junior team members in troubleshooting and managing complex service issues

• Identify root-cause and suggest and execute resolutions for serious problems with the CC360/TC3 production systems

• Recommend changes to the overall service to improve service quality and functionality 

• Identify creative supportable methods for addressing customer requirements and delivering the solution, 

• Prepare plans to be used by change management team to execute changes

• Update support, operational, and technical procedures and documentation.

Qualifications and Skills

• +2 years of experience In: Contact centre experience (Avaya, Cisco UCCE, Genesys, Five9s, UCCE/UCCX/Voice/Collab technologies
• Schedule flexibility

• Fluent in English, both written and Oral

• Take part in an on-call rotation

• Exposure to contact centre technologies (such as Avaya, Cisco UCCE, Genesys, Five9s) is required

• Areas of Contact Centre Technology that would be an advantage include

• Call Flow Programming

• Voice Gateways and other Telephony

• SBCS and other networking components

• MS SQL database knowledge.

• Knowledge and understanding of cloud-based call center technologies (Cisco, Avaya, Genesis,Five9 etc…).

• Can thrive in a dynamic environment with changing priorities

• Ability to work equally well collaboratively and/or independently and able to prioritize daily tasks with minimal guidance

• Mentorship abilities for junior team members.

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

• Familiarity with ITIL.

• VMWare exposure

• CVP and ICM scripting are an asset (would be an advantage)

• Cisco UCS (Unified Computing Systems) exposure (would be an advantage)

• Cisco Networking experience (AS5400 Gateways, NEXUS Switches, ASR, ISR, ASA Firewalls)  would be an advantage

• Cisco CCNP or equivalent work experience would be an advantage

• Cisco Call Manager experience would be an advantage

• Google Cloud Platform experience would be considered an asset

• Windows Server skills are an asset

• UNIX skills are an asset.

• Shell Scripting experience (UNIX and Windows are an asset)

• MS SQL database knowledge

• LAN/WAN architecture, voice, and data communication

Education/Certifications  

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

TELUS International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.