Remote Tech Lead

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
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Scotiabank's Global Technology Solutions' (GTS) - Contact Centre (CC) Engineering is responsible for the deployment of new projects including engineering, implementation, documentation, and 2nd level support for the different CC solutions in Canada & the Caribbean region.

Provide 1st and 2nd Level support for troubleshooting and resolution of incidents related to Contact Center phone platform, including joint participation with other areas of support for fault detection in external applications associated with or derived from the Telephony platform telephony (i.e., Participation in projects to improve, update or growth the CC Telephony platform, supporting in the design and engineering definition activities by evaluating new technologies, functionalities, and capabilities of the current or new platforms.

Audit, Risks (TPRM), Architecture (ARB), Business, and Continuity of Service (Incident/Change/Problem) or those defined for monitoring and document the requirement from inception to closure.

Participate in the planning and execution of engineering and maintenance activities for the proper functioning of the Telephony platform including minor and major updates, patching/fixes activities or scheduled restarts by recommendation of the manufacturer.

Attend failure reports from the areas of Monitoring, Support, Incident Management and DC Operations for the attention and resolution of failures.

Attention to incidents, problems, and requirements through the corporate ticketing platform for the correct documentation and closure of processes.

Be part of the rotational On Call for the attention and resolution of incidents, as well as participate in the implementation of projects outside working hours and weekends.

Comply with the requirements of Corporate Training (Global Mandatory Learning) within the established timeframes.

Active participation in the transformation processes and projects of the Organization that help to improve the operation and services that the bank offers to its customers.

Understand the Bank's risk culture and how risk appetite should be considered in daily activities and decisions.

You are interested in playing the role as a Technical Leader to provide consultancy services for the definition, design and implementation of solutions utilizing existing or new Contact Center technologies, including interaction with the different CC vendors.

You are interested in developing your negotiation & problem-solving skills so you can effectively interact with key business stakeholders and technical areas for decision making and complex problems resolution.

You are highly interested in the most recent CC technologies and solutions like Contact Center as a Service (CCaaS) and want to help drive the roadmap and adoption of these new technologies within a large-scale CC enterprise environment, under a global approach.

You possess excellent communication (verbal/written) skills in English. You have at least 6+ years of hands-on technical working experience in managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale
You can demonstrate a strong core foundation experience in fundamental CC technologies & protocols.
You have hands-on technical working experience or technical knowledge with various CCaaS solutions/providers (e.g., An Asset
Post Secondary Education with a University degree, College Diploma or equivalent experience in the IT, Telecommunications field.

You have completed or in the process of completing CC / CCaaS solutions related training and or certification(s) (e.g., Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank.

We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more
Hybrid / Fully Remote / Fully On-Site

Guided by our purpose:
"for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role.

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