Basic Information

Ref number

Req_00078399

Primary Location

Torre Pradera

Country

Guatemala

Job type

Digital Solutions

Description and Requirements

Main Responsibilities:

  • 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, 

  • Assist with the operational support and eventual turn-down of the service.


Requirements:

  • Schedule flexibility.

  • Take part in an on-call rotation

  • Experience with Cisco UCCE (Deploying and Administering).

  • Experience with Cisco CUBE.

  • Experience with Cisco NEXUS switches.

  • Experience with Cisco UCS & CUCM.

  • Strong MS SQL database knowledge.

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

 

Knowledge

  • Google G-Suite - Intermediate

  • Excel skills - Intermediate

  • Professional English Proficiency (B2 High) - Multilingual is a plus.

  • Campaigns to recruit personnel are a plus

  • Job portals and/or job boards familiarity (Indeed, Glassdoor, Monster, CareerBuilder, Tecoloco, etc.)

 

Skills:

  • English (written and oral) -  B2

 •  Oral and written comprehension

  • UCCE Exposure and experience is a must.

  • CVP and ICM scripting required.

  • Cisco UCS (Unified Computing Systems) Exposure.

  • Cisco Networking experience (AS5400 Gateways, NEXUS Switches, ASR, ISR, ASA Firewalls).

  • Cisco CCNA fundamentals (certification desirable)

  • Cisco Call Manager Experience.

  • Application scripting knowledge

  • Bilingual (French and English)

  • VMWare exposure.

  • Strong Windows skills (AD, DNS).

  • Strong UNIX skills.

  • Shell Scripting experience (UNIX and Windows).

  • Oracle and MS SQL database knowledge.

  • LAN/WAN architecture and data communication, client/server architecture, and databases.

  • Knowledge of monitoring tools.

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

  • Experience designing and implementing large multi-tenant contact center solutions


Studies & Experience:

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

  • +1 years of experience In:

  • UCCE/Voice/Collab technologies

  • VoIP technologies 

  • Cloud based 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

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 CC360 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.