Systems Analyst Iv - Toronto, Canada - TELUS

TELUS

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Basic Information:

Ref Number

Req_

Last day to apply

27Nov2023

Primary Location

TELUS Harbour Toronto

Additional Locations

Brian Canfield Centre Burnaby, Home Office
Canada, Place TELUS Montreal, TELUS Garden Vancouver, TELUS House Consilium, TELUS House Edmonton, TELUS Sky Calgary, Vancouver DC

Country

Canada

Job Type

Support Positions

Work Style

Remote

Description and Requirements:

About TELUS International- The TELUS International's 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.- We are looking for a Systems Analyst (IV) to join our growing CCaaS Engineering team who are responsible for the support, design and deployment of new functionality and complex upgrades of the CCaaS platforms.- This role is highly technical and requires experience in multiple technologies and environments.

Responsibilities:

Identify rootcause and suggest and execute resolutions for serious problems with the CCaaS production systems
Design and build automation solutions to reduce manual efforts and increase team efficiency
Act as a liaison to multiple internal teams and external vendors and partners to deliver and manage the CCaaS services effectively and efficiently
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 & nontechnical client base as well as internal provisioning team for implementation.
Update support, operational, and technical procedures and documentation
Mentor junior team members in meeting the client expectations.
Position part of an oncall rotation

Required Knowledge and Skills:

Senior to expert level of technical skills within many of the core relevant technical proficiencies (Load balancers, Networking, Firewall, Operating Systems, Databases, GCP, etc)
Experience working on complex contact center solutions from vendors such as Cisco, Avaya, Genesys, Five9, etc.
Ability to use a wide variety of open source technologies and cloud services (MS Azure, GCP, AWS).
Strong leadership skills to support and guide team members.
Experience influencing others by persuasion rather than authority making your case through excellent communication, and persuasive writing skills.
Analyze designs and determine coding, programming and integration activities to identify issues and provide product solutions.
Business aware and able to drive out Business benefits through the use of technology
Comfortable leading discussions and selling your ideas to technical and nontechnical clients, and senior management
Maintain and create operational and system documentation

Preferred:

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, Upstream Works for Finesse, Egain, Google Kubernetes Engine, BigQuery, Microservices, GitHub, CRM-Integration, Powershell, Bash Shell scripting
Team lead experience is an asset
Bilingual (English and French) is a big advantage
Location:

Remote
Canada

TELUS Values:

TELUS International recognizes and embraces the importance of values in our everchanging workplace.

To be successful, all applicants must demonstrate behaviors that are reflective of our values:

We passionately put our customers and communities first
We embrace change and innovate courageously
We grow together through spirited teamwork
At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.

Additional Job Description

TC3 (TELUS Cloud Contact Center) is a new TELUS hosted contact center solution 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.

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.

This is an exciting opportunity to get involved with cutting edge contact center technology, and offers ample opportunity for career growth and developmentEEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest c