Contact Centre Specialist

2 weeks ago

Toronto, Canada Workplace Safety and Insurance Board Full time

The Contact Centre Specialist will be responsible for executing the activities and tasks for change/project requests for the contact centre products and solutions.
The Contact Centre Specialist will execute project activities and tasks following standard project methodology, ensuring all project activities are completed on time and within scope, including identifying any risks and work through risk mitigation activities.
The Contact Centre Specialist will play an integral role in thoroughly testing out different aspects of the contact centre solution, including the creation of test cases, documentation of test results, validation of test results with cross-functional support areas, and reporting back of test results both verbally and through written form. Analysis of why test cases failed through root cause analysis will be required in order to resolve any deficiencies.
The incumbent will perform research on the contact centre solution through review, analysis, trial and error, to inform on design of specific contact centre solutions and capabilities.

**Major Duties & Responsibilities**

1) **Execute on project activities throughout the planning, design, and implementation phases of the project lifecycle by**:

- Monitoring new change/project requests and executing in putting those requests through our internal intake and approval cycle
- Once a request is approved, executing on project activities following the standard project management framework.
- Assessing request to determine if the contact centre solution provides what is required. Analysis of the request along with research and evaluation are activities that would occur at this stage.
- Delivering the assessment back to the requestor to obtain a decision if the requestor will move forward with the change.
- Developing the content for the kick off meeting, and identifying the participants from cross-functional business and support areas that would be required.
- Participating in the kick off meeting, assisting with the facilitation of the meeting to inform participants of the request, project scope, and what participants can expect for the duration of the project.
- Following the kick off meeting, participating in regular project meetings, sharing regular updates on the status of the request, preparing meeting materials, and assisting with the delivery of content within the meetings.
- Gathering and documenting the design and/or business requirements for the request; providing input in finalizing the integrated project plans (IPP) for the request; handing over the design/final requirements to enable ITC to begin the build in the execution stage.
- Participate in the coordination of ‘go live’ for the request, executing on go live activities.
- Following go live; monitoring results to ensure everything is functioning as designed. This includes developing meeting material and participate in any cross-functional updates during this time. If necessary, they would perform any revert back activity if any part of the contact centre solution were not working as designed.
- Completing closure activities for the request, which include updating artefacts, reference documents, and contact centre designs

2) **Execute project activities during the testing phase of the project lifecycle by**:

- Following the build, performing all testing activities in our testing and production environments. Testing will be required to be completed in different testing environments, including user acceptance testing (UAT) and business acceptance testing (BAT)
- Executing on the development of test cases, and the planning details around testing; including a very detailed description of what the test case is, the resources, roles and the process with timelines.
- Facilitating the testing sessions for the request, which will include resources from the business and support areas, to ensure the change is working as designed.
- Assessing the testing results and document any potential employee, customer, administrative, reporting, and business impacts
- Preparing material in order to summarize the testing results, and participating in the review of all test results at project meetings
- Analyzing and preparing material for internal business areas (such as ITC and CBIA) for validations to be performed against the test results.
- Actively working through defect resolution to identify future risks or fully mitigate and communicate defects identified

3) **In liaison with WSIB change management partners, support the change management and business readiness phase of the project lifecycle by**:

- Participating in the planning and coordination of all change management activities with the business and support areas.
- Designing, developing, and making updates to processes, process tools, templates, and documentation in existing knowledge hubs
- Developing educational and instructional materials and instructing staff on the use of new contact centre features or functionality
- Preparing dra

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