Basic Information

Ref Number

Req_00078391

Primary Location

Cascadas

Country

El Salvador

Job Type

Digital Solutions

Description and Requirements

Main Responsibilities:

  • Responsibilities:

  • Show overall accountability for the technical success of the CC360 & TC3 initiatives by ensuring the applications (CC360 / TC3) run smoothly for all of our customers via:


  • Proactively identifying problems, deploying smart solutions

  • Identify root-cause and suggest and execute resolutions for serious problems with the CC360/TC3 production systems

  • Provide direction to junior team members in troubleshooting and managing complex service issues

  • Responsible for creating standard operating procedure and process documents associated with the CC360/TC3 services

  • Identifies creative supportable methods for addressing customer requirements and delivering new features, 

  • Identifies root cause, suggests and prepares resolutions for serious problems with the CC360 and TC3 services

  • Provides 3rd level support for CC360 and TC3 customers

  • Enhancements and acting upon change management requests

  • Updates support, triage and troubleshooting documentation recommends changes to production environments to improve service and functionality

  • Contribute to the requirements and design of new service offerings on the CC360 and TC3 services.

  • Take part in an on-call rotation


Requirements:

  • Schedule flexibility

  • Experience with Cisco UCCE (Deploying and Administering).

  • Experience with Cisco CUBE

  • Take part in an on-call rotation

  • Experience with Cisco NEXUS switches

  • Experience with Cisco UCS & CUCM

  • Experience with Linux

  • Strong MS SQL database knowledge

  • Strong knowledge and understanding of cloud-based call center technologies

  • Experience implementing large multi-tenant contact center solutions

  • Strong organization and documentation skills

  • Flexible work schedule

  • Powershell and/or Shell scripting experience is an asset.

 

Knowledge

  • English (written and oral) -  B2: - Remove for External Posting

  •  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.

  • Solid knowledge in different OS (Windows 2008/2012/2016/2019/Linux/Unix)

  • Solid knowledge in GCP

  • Solid experience working with Databases, especially MS SQL.

  • Solid VMWare experience.

  • CVP and ICM scripting desirable but not required

  • Expertise with LAN/WAN technologies; POE, DOT1Q trunks, VLANs, QOS, H.323 and SIP, dynamic routing, etc

  • Previous experience or exposure with HCS-CC and UCCE is a big plus.

 

Skills:

  • Work well under pressure.

  • Can thrive in a dynamic environment with changing priorities

  • Ability to work equally well collaboratively and/or independently and able to prioritize daily tasks with minimal guidance

  • Mentorship skills for junior team members.

  • Excellent problem-solving and analytical skills.

  • Excellent verbal and written communication skills (English).

  • Ability to deal with high-pressure situations including customer escalations.

  • Track record as an independent worker.

  • Strong organizational and documentation (technical writing) skills.

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

  • Best practices knowledge (esp. ITIL certification).

  • Bi-Lingual English & French language skills would be considered an advantage.

  • Familiarity with ITIL (certification is an asset)


Studies & Experience:

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

  • Minimum 5 years experience designing, implementing, managing and supporting VoIP solutions (Genesys/Avaya/CISCO/etc) - Mandatory

  • Professional Level Certification on UCCE/Voice/Collab technologies. - Mandatory


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 International 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.