Basic Information
Ref Number
Req_00102858
Primary Location
TELUS Harbour Toronto
Additional Locations
Brian Canfield Centre Burnaby, Home Office - Canada, Place TELUS Montreal, TELUS Garden Vancouver, TELUS House Consilium, TELUS House Edmonton, TELUS Sky Calgary, Vancouver DC
Country
Canada
Job Type
Digital Solutions
Work Style
Remote
Description and Requirements
Here's what you will be doing.
The TELUS International’s Digital Solutions Cloud-based Contact Center as a Service (CCaaS) team provides platforms that deliver a wide array of customer engagement tools designed to empower agents with omnichannel capabilities, enhanced processes, and data-backed, real-time intelligence.
The Senior Technology Analyst will be responsible for the support, design, and deployment of new functionality and complex upgrades of the CCaaS platforms that meet both internal and external client needs.
Responsibilities :
- Providing 3rd-level support by troubleshooting complex incidents with the contact center applications and supporting technologies
- Proactively identify problems and deploy smart solutions
- Take high-level technical direction and work on fleshing them out into executable plans
- Execute project implementations on time and within budget
- Act as a technical lead for cross-functional teams you work with to execute project deliverables
- Be able to communicate complex technical solutions to technical & non-technical client base as well as internal provisioning team for implementation.
- Mentor junior team members in meeting the customer expectation
What’s in it for you?
TELUS International is pleased to offer you a competitive compensation package as a Full-Time Employee, which includes but is not limited to:
- TELUS Flex Benefits Plan for Full-Time Employees from day one of employment
- Paid Vacation days from day one of employment
- Well-being Account, which is a flexible resource to help you be your best self at home and at work; it provides reimbursement for expenses that support your physical, psychological, social, financial, and environmental well-being.
- Well-being & Support; beyond supporting your physical health, we believe in a broader, more holistic approach
- TELUS International Performance Bonus Program
- Canada Pension Plan
- Employee Share Plan
- TFSA (Tax Free Savings Account)
- Workperks which is an exclusive corporate discount program
- TELUS Wireless Ambassadors program which provides discounts on wireless devices, accessories, and repairs
- Our development programs are designed to promote technical growth and enhance leadership and relationship skills across individuals. We spark your career growth, with a vast array of in-house and external training programs which are listed below, but not limited to:
- Trending technical skills
- Business domain & customer interaction
- Behavioral & effective communication.
- Transparent work culture to lift your ideas & initiatives at the enterprise level & investment to execute successfully.
Qualifications and Skills
- Senior to expert level of technical skills within many of the core relevant technical proficiencies (Load balancers, Networking, Firewall, Operating Systems, Databases, etc)
- Experience working on complex contact center solutions from vendors such as Cisco, Avaya, Genesys, Five9, etc.
- Proven ability to liaise with customers with the goal of effectively working with systems as well as building customer knowledge. Regularly required to provide consultation to other projects on his/her area of expertise.
- Demonstrated ability to lead and mentor teams and provide input to team member objectives and performance appraisals. Ability to successfully lead a team of analysts on a project basis.
- Business awareness and ability to drive benefits through the use of technology
- Knowledge of some or all of the following (or equivalent technologies) an asset: CISCO (HCS, HCS-CC, UCCE, CUCM, Networking, Firewall, UCS,Webex Cloud Contact Center ), NETAPP SAN, MPLS, VPN, GCP, Windows Server, SQL SERVER, SMTP, proxy, Linux, F5, Verint, Jpstream Works for Finesse, Egain, Google Kubernetes Engine, BigQuery,
- Bilingual (English and French) is a big advantage.
Security Requirement for the Role
- The candidate will be required to have or get reliability status in Canada
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.
Additional Job Description
TC3 (TELUS Cloud Contact Center) is a new TELUS hosted contact center solution providing 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) technologies.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.This is an exciting opportunity to get involved with cutting edge contact center technology, and offers ample opportunity for career growth and development!
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.