Basic Information

Ref Number
Req_00102859
Primary Location
Home Office - Canada
Additional Locations
Home Office - United States
Country
Canada
Work Style
Remote

Description and Requirements

Here\xe2\x80\x99s the impact you\xe2\x80\x99ll make and what we\xe2\x80\x99ll accomplish together



The TELUS International\xe2\x80\x99s Digital Solutions Cloud-based Contact Center as a Service (CCaaS) team provides platforms that deliver a wide array of customer engagement tools designed to empower agents with omnichannel capabilities, enhanced processes, and data-backed, real-time intelligence.
The Senior Network Specialist will join the CCaaS Engineering team who are responsible for the support, design, and deployment of new functionality and complex upgrades of the CCaaS platforms to meet the needs of internal and external clients.


Responsibilities:

• Providing 3rd level support by troubleshooting complex incidents with the contact centre applications and supporting technologies
• Proactively identify problems and deploying smart solutions
• Take high-level technical direction and work on fleshing them out into executable plans
• Execute project implementations on time and within budget
• Act as a technical lead for cross-functional teams you work with to execute project deliverables
• Be able to communicate complex technical solutions to technical & non-technical client base as well as internal provisioning team for implementation.
• Mentor junior team members in meeting customer expectations

What\xe2\x80\x99s in it for you?
Our development programs are designed to promote technical growth and enhance leadership and relationship skills across individuals. We spark your career growth, with a vast array of in-house training programs which are listed below, but not limited to:

• Trending technical skills
• Business domain & customer interaction
• Behavioral & effective communication.
• Transparent work culture to lift your ideas & initiatives at the enterprise level & investment to execute successfully.

Qualifications and Skills

• Senior to expert level of technical skills within many of the core relevant technical proficiencies (Load balancers, Networking, Firewall, Operating Systems, Databases, etc)
• Experience working on complex contact center solutions from vendors such as Cisco, Avaya, Genesys, Five9, etc.
• Proven ability to liaise with customers with the goal of effectively working with systems as well as building customer knowledge. Regularly required to provide consultation to other projects on his/her area of expertise.
• Demonstrated ability to lead and mentor teams and provide input to team member objectives and performance appraisals. Ability to successfully lead a team of analysts on a project basis.
• Business awareness and ability to drive out Business benefits through the use of technology
• Knowledge of some or all of the following (or equivalent technologies) an asset: CISCO (HCS, HCS-CC, UCCE, CUCM, Networking, Firewall, UCS,Webex Cloud Contact Center ), NETAPP SAN, MPLS, VPN, GCP, Windows Server, SQL SERVER, SMTP, proxy, Linux, F5, Verint, Jpstream Works for Finesse, Egain, Google Kubernetes Engine, BigQuery,
• Bilingual (English and French) is a big advantage

Security Requirements for the Role

• The candidate will be required to have or get reliability status in Canada

TELUS International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.



Additional
The Verint SaaS team, part of TELUS International, is responsible to provide professional services in supporting, analyzing, planning, designing, and deploying features or changes required by the clients. As a Senior Network Specialist, you will be, solutioning/supporting/deploying/consulting for new and existing clients, delivering Verint recommendations and solutions which maintain and manage the Verint Systems within the organization. You will ensure Verint solution is maintaining optimum performance on a daily basis and provides global technical assistance by attending to Verint related issues and concerns.








Language Reference



English


French