Contact Center Technologies Specialist, Scotiabank
6 months ago
Requisition ID: 199253
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
**Is this role right for you? In this role you will**:
- Attention to requirements for the execution of Moves, Adds and Changes (MACD’s) as well as enabling/modifying new or existing functionalities, and integrating with new platforms that support Contact Center service as needed.
- 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.
- Provide support to Development teams in enabling/configuring Telephony functionality in Non-Productive environments.
- Attention to requirements for modification of call flows, including programming of call flows, creation of skills, VDN´s, Campaigns, replacement of ads, etc. related to the CC Telephony Platform.
- Attention to Security Processes (Vulnerability Management, Hardening, Currency, Certificate Management, etc.), 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.
- Perform all activities inherent to this position in accordance with Scotiabank’s standards and operating processes, including the Code of Conduct.
- Comply with the requirements of Corporate Training (Global Mandatory Learning) within the established timeframes.
- Participate with Global Contact Center Operations teams (Canada, Central America, LATAM, Caribbean) for the exchange of information, knowledge transfer and standardization of operational and support processes.
- 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.
- Promote a customer-centric culture to deepen customer relationships and leverage the Bank’s extensive relationships, systems, and expertise.
- 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 eager to work with leading edge CC technologies to design and incorporate innovative solutions to the business, as well as work with other technology teams to contribute to an overall solution.
- You want to be challenged with complex problem solving in time sensitive situations to reduce system downtime and customer impact.
- You understand how the CC environment works, not only in terms of technology, but from a business perspective, and with that, to provide innovative solutions and tools that add value to the business and improve customer experience.
- 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 are interested in getting in on the Cloud floor as the technology vendors/providers evolve their products and solutions to a cloud-based model, considering CCaaS solutions like Genesys, NICE, Avaya, Verint, etc.
**Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have**:
- You possess excellent communication (verbal/written) skills in English. Furthermore, you also have strong interpersonal skills to interact & build relationships with internal and external business partners and vendors.
- 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
- Inbou
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