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Contact Center Technologies Specialist
2 months ago
We are seeking a highly skilled Technical Lead to join our Contact Center Engineering team at Scotiabank. As a key member of our team, you will be responsible for designing, implementing, and supporting Contact Center technologies to deliver exceptional customer experiences.
Key Responsibilities- Provide technical leadership and expertise in Contact Center technologies, including Avaya and CCaaS solutions.
- Design and implement Contact Center infrastructure, including telephony and call center systems.
- Collaborate with cross-functional teams to ensure seamless integration of Contact Center solutions with other business systems.
- Develop and maintain technical documentation and knowledge base for Contact Center technologies.
- Participate in the planning and execution of engineering and maintenance activities for Contact Center systems.
- Provide technical support and troubleshooting for Contact Center issues and incidents.
- Stay up-to-date with industry trends and emerging technologies in Contact Center solutions.
- 6+ years of hands-on technical experience in managing, designing, supporting, deploying, and interconnecting Contact Center technologies at an enterprise scale.
- Strong technical expertise in Avaya and CCaaS solutions, including Automatic Call Distribution (ACD) and Communication Manager (PBX).
- Excellent communication and interpersonal skills to interact with internal and external business partners and vendors.
- Post-secondary education with a University degree, College Diploma, or equivalent experience in the IT, Telecommunications field.
- Completed or in the process of completing CC/CCaaS solutions-related training and/or certification(s).
- Diversity, Equity, Inclusion & Allyship: We strive to create an inclusive culture where every employee is empowered to reach their fullest potential.
- Accessibility and Workplace Accommodations: We value the unique skills and experiences each individual brings to the Bank.
- Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
- Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits.
Scotiabank is a leading bank in the Americas, 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.
