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Contact Center Configurator/Developer

4 months ago

Montréal, Canada LGS, une Société IBM an IBM Company Full time
At LGS, we strive to provide a workplace that values your professional growth. Our company culture fosters diversity and inclusivity, and we welcome talents from both local and international backgrounds.

As a team member, you will play a crucial role in driving major projects that propel our clients' businesses forward and improve people's lives. You will be at the heart of collaborative large-scale digital transformation projects in both the public and private sectors.

The IBM Client Innovation Centre Quebec (CIC), at LGS, employs professionals who collaborate on projects within technology practices, offering local and remote services. Our employees, regardless of their level of experience, are paired with a coach to support their professional growth. As part of IBM's global network, we have offices in Montreal, Gatineau, Rimouski, and Quebec City.

The benefits of joining our team:
• Learn every day: access IBM's intellectual capital and trainings on a diverse range of cutting-edge technologies.
• For your well-being: a group insurance bundle including telemedicine, a retirement savings plan with employer's contribution, access to IBM shares at discounted rates, and a wellness package
• To enjoy quality time: annual vacations, additional company days off and special life events leaves
• To have fun with your colleagues: an active community and a social committee with regular activities to keep us all connected

What you'll do
• Translate clients' needs into specific application designs for contact center solutions.
• Help clients design, develop, and implement contact center applications based on their specifications and business requirements.
• Develop custom solutions that integrate and extend aspects of these solutions with artificial intelligence and process automation capabilities.
• Apply standard processes, and techniques to design, develop, test, implement and support new and existing CCaaS solutions.
• Conduct code reviews, perform unit testing, and ensure adherence to coding standards and best practices to deliver high-quality software solutions.
• Troubleshoot and resolve technical issues, perform root cause analysis, and implement corrective actions to ensure system stability and performance.
• Stay updated on industry trends, emerging technologies, and best practices in cloud contact center space, and actively contribute to continuous improvement initiatives.
What It takes to succeed
• 1 to 4 years of relevant experience
• Knowledge of programming language: Python, JavaScript, Java, C#
• Understanding of the application development lifecycle (Waterfall, Agile Scrum)
• Experience of custom CTI integrations on back-end systems such as CRM solutions
• Understanding of contact center fundamentals such as provisioning system, agent group creation, virtual queues, etc. are an asset.
• Contact center experience with Genesys Cloud, Nice, Amazon Connect, Five9 are an asset.
• Good knowledge of integration with CRM, WFM/WFO and call recording solutions, e.g. Salesforce, Aspect and Verint, an asset.
• Eager and willing to learn new CCaaS technologies.

How you stand out:
• Demonstrated leadership in supporting business and IT operations.
• Curiosity to learn and build your Contact Center expertise.
• Excellent interpersonal and results-oriented communication skills
• Bilingualism in French and English, both written and spoken, as you will be collaborating with practitioners across Canada.
• Hold a technical DEC, bachelor's degree in software development or in Business Administration with option in programming.

Be yourself at LGS

LGS is committed to considering all qualified applicants without regard to ethnicity, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodiversity, age, veteran status or other characteristics.

If you are not a Canadian permanent resident or citizen, please consult with your talent acquisition consultant as this role may require the use of technologies that are regulated by export sanctions.