Descripción de la Oferta

The Cloud Contact Centre Support is responsible for the planning, overseeing, and implementing changes to the TC3 platform, in addition to being overall accountable for the operational success of the TC3 initiative. Supports client implementations and new feature development on the TC3 platform through the creation and execution of test plans, provides front line technical support for TC3 customers,play a key role in the evolution of the service features.

Main Responsibilities:
Creates and executes on test plans to ensure the smooth introduction of new features and clients to our production system,prepares plans to be used by change management team to execute changes,liaise with other TELUS groups and vendors to prepare and test releases, identifies creative supportable methods for addressing customer requirements and delivering new features,takes ownership for the delivered application going forward for ongoing support, enhancements and acting upon change management requests among others.

Skills:
Strong communication skills
Ability to deal with high pressure situations including customer escalations
Track record as an independent worker
Self-motivated
Strong troubleshooting skills
Strong time management skills; can handle multiple projects and commitments

Knowledge:
English (written and oral) - Advanced
Oral and written comprehension
Appropriate use of the English language
Knowledge of MySQL
Technical Knowledge of UNIX
Knowledge in Windows 2008/2012 (including Active Directory)
Knowledge of Cisco Contact Centre Technologies and infrastructure a major advantage
Knowledge of Monitoring Tools
Understanding of PBX/ACD functionality an advantage
Knowledge in Computer Telephony Integration and IP telephony an advantage
Understanding of common desktop data applications, LAN/WAN architecture and data communication, client/server architecture, and databases.

Studies and experience:
Degree/certification in Computer Science or equivalent work experience.