Contact Center Infrastructure Solutions Specialist

6 days ago

Toronto, Ontario, Canada Scotiabank Full time
About Scotiabank

Scotiabank is a leading bank in the Americas, committed to helping customers achieve success through various advice, products, and services.

About the Role

This role offers a unique opportunity to work with cutting-edge Contact Center technologies, driving innovation and excellence in customer service. As a Contact Center Infrastructure Solutions Specialist, you will play a key role in designing, implementing, and maintaining advanced Contact Center solutions for our clients.

Key Responsibilities
  • Provide 1st and 2nd Level Support for troubleshooting and resolution of incidents related to Contact Center phone platforms.
  • Collaborate with internal teams to implement Moves, Adds, and Changes (MACDs) as well as enabling/modifying new or existing functionalities.
  • Participate in projects to improve, update, or grow the CC Telephony platform, evaluating new technologies, functionalities, and capabilities.
  • Support Development teams in configuring Telephony functionality in Non-Productive environments.
  • Modify call flows, including programming of call flows, creation of skills, VDNs, Campaigns, replacement of ads, etc.
  • Ensure Security Processes, Audit, Risks, Architecture, Business, and Continuity of Service are met.
  • Plan and execute engineering and maintenance activities for the proper functioning of the Telephony platform.
  • Attend failure reports from Monitoring, Support, Incident Management, and DC Operations for incident resolution.
  • Document and close processes through the corporate ticketing platform.
Requirements
  • 6+ years of hands-on technical experience in managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale.
  • Excellent communication (verbal/written) skills in English, with strong interpersonal skills to interact and build relationships with internal and external business partners and vendors.
  • Experience with inbound Call Centre Technologies like Automatic Call Distribution (ACD), Communication Manager (PBX), Avaya v6.X and above.
  • Familiarity with CC reporting tools such as Avaya CMS and Avaya Contact Analyzer.
  • Outbound Call Centre Technologies like Avaya Proactive Contact (APC) or POM.
  • Computer Telephony Integration (CTI) (Avaya AES/AIC).
  • Call routing Management components - Avaya Session Manager.
  • Voice protocols such as Session Initiation Protocol (SIP) and H.323, ISDN.
  • A strong core foundation experience in fundamental CC technologies & protocols.
  • Hands-on technical working experience or knowledge with various CCaaS solutions/providers (e.g., Genesys, Avaya and NICE). An Asset.
  • Post Secondary Education with a University degree, College Diploma or equivalent experience in the IT, Telecommunications field.
  • Certifications in CC/CCaaS solutions-related training (e.g., Avaya, Genesys, NICE, Verint, etc.). An Asset.
What's In It For You?
  • 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.

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