About TELUS International

TELUS International (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 70,000 team members and delivery centers across 28 countries in North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusinternational.com

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. 

We are looking for a Systems Analyst (IV) to join our growing CCaaS Engineering team who are responsible for the support, design and deployment of new functionality and complex upgrades of the CCaaS platforms.

This role is highly technical and requires experience in multiple technologies and environments.

Responsibilities:

• Providing support by troubleshooting complex incidents with the contact centre applications and supporting technologies
• Identify root-cause and suggest and execute resolutions for serious problems with the CCaaS production systems
• Design and build automation solutions to reduce manual efforts and increase team efficiency 
• Act as a liaison to multiple internal teams and external vendors and partners to deliver and manage the CCaaS services effectively and efficiently
• 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.
• Update support, operational, and technical procedures and documentation
• Mentor junior team members in meeting the client expectations.
• Position part of an on-call rotation

Required Knowledge and Skills:

• Senior to expert level of technical skills within many of the core relevant technical proficiencies (Load balancers, Networking, Firewall, Operating Systems, Databases, GCP, etc)
• Experience working on complex contact center solutions from vendors such as Cisco, Avaya, Genesys, Five9, etc.
• Ability to use a wide variety of open source technologies and cloud services (MS Azure, GCP, AWS).
• Strong leadership skills to support and guide team members.
• Experience influencing others by persuasion rather than authority – making your case through excellent communication, and persuasive writing skills.
• Analyze designs and determine coding, programming and integration activities to identify issues and provide product solutions.
• Business aware and able to drive out Business benefits through the use of technology
• Comfortable leading discussions and selling your ideas to technical and non-technical clients, and senior management
• Maintain and create operational and system documentation
• The candidate will be required to have or get reliability status in Canada

Preferred:

• 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, Upstream Works for Finesse, Egain, Google Kubernetes Engine, BigQuery, Microservices, GitHub, CRM-Integration, Powershell, Bash Shell scripting

• Team lead experience is an asset

• Bilingual (English and French) is a big advantage.

Location: Remote - Canada

TELUS Values:

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.