Contact Center Technologies Specialist

4 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

We are seeking a highly skilled Contact Center Technologies Specialist to join our team at Scotiabank. As a key member of our Global Technology Solutions' Contact Centre (CC) Engineering team, you will be responsible for designing, deploying, and interconnecting various Contact Center technologies at an enterprise scale.

Key Responsibilities
  • Provide 1st and 2nd Level support for troubleshooting and resolution of incidents related to Contact Center phone platform.
  • Attention to requirements for the execution of Moves, Adds and Changes (MACD's) as well as enabling/modifying new or existing functionalities.
  • Participation in projects to improve, update or growth the CC Telephony platform.
  • Provide support to Development teams in enabling/configuring Telephony functionality in Non-Productive environments.
  • Attention to Security Processes (Vulnerability Management, Hardening, Currency, Certificate Management, etc.).
  • Participate in the planning and execution of engineering and maintenance activities for the proper functioning of the Telephony platform.
  • 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.
  • Be part of the rotational On Call for the attention and resolution of incidents.
Requirements
  • Excellent communication (verbal/written) skills in English.
  • 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.
  • Experience with Avaya v6.X and above, 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.
  • Strong core foundation experience in fundamental CC technologies & protocols.
  • Hands-on technical working experience or technical knowledge with various CCaaS solutions/providers (e.g., Genesys, Avaya and NICE).
  • 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) (e.g., Avaya, Genesys, NICE, Verint, etc.).
What We Offer
  • 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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