Basic Information

Ref number

Req_00077420

Last day to apply

31-May-2022

Primary Location

Merliot

Additional Locations

McKinley West, Pradera West

Country

Salwador

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 IV (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 to provide professional services in analyze, plan, design and deploy features or changes required by the clients.


Responsibilities:


Show overall accountability for the technical success of the TC3 and CC360 initiative, provide technical leadership and direction in the design and architectural changes required to meet business needs and forecasts, contribute to the requirements and design of new service offerings on the TC3 and CC360 service, responsible for the programming and scripting of complex new customer deployments onto a TC3 and CC360 enbotht environment, coordinate and help 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 TC3 and CC360 service effectively and efficiently, provide direction to more junior team members in troubleshooting and managing complex service issues, identifies root-cause and suggests and executes resolutions for serious problems with the production systems, recommends changes to the overall service to improve service quality and functionality, identifies creative supportable methods for addressing customer requirements and delivering the solution, prepares plans to be used by the change management team to execute changes, updates support, operations, and technical procedures and documentation.

 

Skills & Requirements:

  • Schedule flexibility.

  • Works well under pressure.

  • Experience providing leadership to small technical teams.

  • Excellent problem-solving and analytical skills.

  • Excellent verbal and written communication skills.

  • Mentorship abilities for junior team members.

  • Strong organization and documentation skills.

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

  • Familiarity with ITIL.
     

Knowledge:

  • English Required (written and oral) -  B2:

 •  Oral and written comprehension

              •  Appropriate use of the English language

  • French is a big plus but not required

  • Contact center Exposure and Experience 

    • UCCE/UCCX preferred

  • IVR Call flow scripting logic experience

  • Cisco UCS (Unified Computing Systems) Exposure.

  • Cisco Networking experience (IOS-based device experience and ASA Firewalls).

  • Cisco Call Manager Experience.

  • GCP Exposure

  • VMWare Exposure.

  • Strong system integration understanding in windows and UNIX environments

  • Strong experience in MS SQL database queries is strongly desirable.

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

  • 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 equivalent work experience.

  • Cisco CCNP Voice/Collaboration Certified or similar (Desirable)

  • +5 years of experience in VoIP technologies, Networking, Contact Center, or 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

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 to provide professional services in analyze, plan, design and deploy features or changes required by the clients.

Required Language(s)
English