Join our Team
The Contact Center Application Team (CCAT) is a small team with a big scope. We are responsible for quoting, fact finding, configuration, deployment and support within the Contact Center environment for many Telus Products. Our goal is to continuously provide an awesome experience with our customers and strengthen the team and organization.Here's the impact you'll make and what we'll accomplish together
You will be working with many great teams both internally and externally. Sales, Engineers, Project Managers and especially our customers in proposing and delivering strategic solutions.
•Give direction and leadership on infrastructure projects by providing technical guidance and consulting services to team members on the delivery of Contact Center projects
•Provide TELUS customers Contact Center options that meet customer expectations and requirements
•Create Scope of Work (SOW) documents that are precise, definitive, not open-ended, and technically-accurate and clearly describe contact center's solution
•Develop and present PowerPoint presentations
•Support the project team in a technical lead role to ensure successful project completion
•Exercise good judgment in making solution commitments to customers; concentrating on carefully weighing opportunity value against risk assessment Qualifications:You're the missing piece of the puzzle
•Must be fluently bilingual (English/French)
•7-10 years of equivalent experience in the Avaya contact center design environment
•Senior to expert level of technical skills within many of the Avaya core relevant technical proficiencies (Skill Based Routing, IVR, CTI, Multimedia, Social Media, Workforce Optimization, Reporting)
•Possess product knowledge of communication switch solutions, data communication solutions (LAN, WAN, PRI,SIP), and databases. [Basic]
•General knowledge in call flows, configuration & scripting of Contact Centre
•Avaya Elite, AACC certification, Avaya Aura Contact Center, ACIS or ACSS, MPS Great-to-Haves
•General knowledge in the Cisco contact center design environment
•Cisco UCCXI, UCCEI, UCCES, UCCE ICM or UCCED Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
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