The TELUS International’s Digital Solutions Cloud-based Contact Center as a Service (CCaaS) team provides platforms that deliver various customer engagement tools designed to empower agents with omnichannel capabilities, enhanced processes and data-backed, real-time intelligence. 

We seek a SaaS Developer to join our growing CCaaS Improvement practice. The developer will support, design, and deploy new functionality and complex upgrades of the CCaaS solutions using technology such as Amazon Web Services (AWS), Five9 and Google Contact Center AI (CCAI).

This highly technical role requires experience in multiple technologies and environments and excellent communication skills.

Main Responsibilities:

• Interact daily with customers to identify creative, supportable methods for addressing solution requirements, delivering new features, defining requirements and the scope of actionable items, and developing great relationships.

• Providing support by troubleshooting complex incidents with the contact center applications and supporting technologies

• Collaborate with internal teams, including sales, product development, and support, to deliver comprehensive solutions.

• Provide technical expertise and guidance to customers and internal stakeholders.

• Conduct training sessions and workshops for customers on new solutions and features.

• Takes ownership of the delivered application for ongoing support and enhancements and acts upon change management requests.

• Prepares, deploys, and develops test plans for platform changes. Liaises with other TELUS groups and vendors to prepare and test releases.

• Respond to client inquiries via phone, email, and ticketing systems

• Suggests and prepares resolutions for customer requests.

• Write and publish technotes (articles) for our internal and customer knowledge bases.

• Participate in an on-call rotation (limited nights, weekends, and occasional holidays).

• Stay current on industry trends and advancements in contact center technology.

Knowledge:

• Experience working on complex contact center solutions from vendors such as Amazon Connect, Google CCAI, Five9, Genesys, etc.

• Experience with multiple scripting and programming languages (e.g. Python, Node.js, REST API, Javascript, Terraform, Java) to support and implement SaaS applications and Integrations.

• Experience integrating CRM systems (e.g., Salesforce, ServiceNow, etc) with CCaaS solutions.

• Experience working with API endpoints using various authentication methods (e.g., OAuth, JWT, API keys/secrets, Basic auth, etc.)

• Solid knowledge of AWS services such as Amazon Connect, Lambda, S3, API Gateway, DynamoDB, RDS,  AWS Lex for chatbots, AWS Bedrock, CloudWatch, CloudFormation and Kinesis.

• Working knowledge of Control Versioning Systems, preferably Git and Github.

• Solid understanding of Cloud Computing technologies (AWS and GCP).

• Solid knowledge of IVR scripting.

• Well-rounded in the Contact Center Industry.

• Basic experience querying Databases and analyzing reports.

• Knowledge on other contact center components such as ACD, Reporting, Recording, CRM integrations

• English Language (written and oral) -  B2:  

• Oral and written comprehension

• Appropriate use of the English language

• French Language (Desirable but NOT required)

Skills:

• Exceptional written and verbal communication skills, adept at clearly conveying information to diverse audiences. Proven ability to craft precise, engaging, and persuasive content (such as user guides, knowledgebase, business cases and technical documentation ) and effectively present ideas and collaborate with team members and stakeholders. 

• Strong background in delivering outstanding customer service, ensuring customer needs are met with professionalism and efficiency.

• Excels in high-pressure settings, managing multiple priorities and delivering quality results under tight deadlines. Strong problem-solving skills and composure in fast-paced environments. 

• Highly self-motivated individual with proven ability to work independently, taking initiative to complete tasks with minimal supervision. Demonstrates strong organizational and time-management skills, ensuring timely and accurate project completion.

• Best practices knowledge (esp. ITIL certification) desirable.

Studies & Experience:

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

• Minimum 5 years experience in implementing or managing Contact Center solutions - Mandatory

• Certifications on Cloud technologies or programming languages is a plus.

What’s in it for you:

• Private medical and life insurance from day one.

• Employee Stock Purchase Plan ESPP

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.