Contact Center Solutions Architect

1 month ago

Montreal, Quebec, Canada LGS, une Société IBM an IBM Company Full time
About LGS

LGS, an IBM Company, is a workplace that values professional growth and fosters a culture of diversity and inclusivity. We welcome talents from local and international backgrounds to collaborate on large-scale digital transformation projects in the public and private sectors.

Job Summary

We are seeking a skilled Contact Center Solutions Developer to join our team at the IBM Client Innovation Centre Quebec (CIC). As a key member of our team, you will play a crucial role in driving major projects that propel our clients' businesses forward and improve people's lives.

Key Responsibilities
  • 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.
Requirements
  • 1 to 4 years of relevant experience.
  • Knowledge of programming languages: 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.
What We Offer
  • 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.
How to Apply

If you are a motivated and skilled professional looking to join a dynamic team, please submit your application. We are an equal opportunities employer and welcome applications from all qualified candidates.

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