Basic Information

Ref Number

Req_00077425

Last day to apply

31-May-2022

Primary Location

Cascadas

Additional Locations

McKinley West, Pradera East, Pradera West

Country

El Salvador

Job Type

Support Positions

Description and Requirements


***Applicants should be available and willing to work on-site and/or from home depending on business needs***


Digital Solutions, Applications Development Administrator III (CCaaS Engineering - Cisco Contact Center and Thrio Contact Center)- TICA


About the role

The CCaaS  Engineering team is responsible for two technologies offered by TELUS. TC3 is a TELUS-hosted contact center offering, 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 and CC360 is a full cloud solution powered by THRIO, hosted in Google Cloud Platform. The CCaaS Engineering team, part of TELUS International, is responsible for providing professional services in analyzing, planning, designing, and deploying features or changes required by the clients.


Responsibilities:

  • Create and execute test plans to ensure the smooth introduction of new features. 

  • Prepares 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.

  • Suggests and prepares resolutions for customer requests and provides 2nd level support for TC3 and CC360 customers for change requests.

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

  • Update support documentation and troubleshoot if a change done requires it. 

 

Skills & Requirements:

  • Schedule flexibility.

  • 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.
     

Knowledge:

  • English (written and oral) -  B2:

  •  Oral and written comprehension

  •  Appropriate use of the English language

  • Solid knowledge in Computer Telephony Integration and IP telephony.

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

  • Basic knowledge in Windows 2008/2012.

  • Basic experience working and querying  Databases especially MS SQL

  • Basic VMWare experience.

  • Previous experience or exposure with Contact Center businesses is a plus.

 

Studies & Experience:

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

  • Minimum 2 years experience in implementing, managing, and supporting VoIP solutions (Genesys/Avaya/CISCO/etc) or in networking/server area- Mandatory

  • EntryLevel Certification on Voice/Collab technologies.



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.

Additional Job Description

The CCaaS  Engineering team is responsible for two technologies offered by TELUS. TC3 is a TELUS-hosted contact center offering, 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 and CC360 is a full cloud solution powered by THRIO, hosted in Google Cloud Platform. The CCaaS Engineering team, part of TELUS International, is responsible for providing professional services in analyzing, planning, designing, and deploying features or changes required by the clients.

Required Language(s)
English