Technology Consultant

Job title: Technology Consultant

Job description: 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.

Here’s how

Provide contact centre solutions leadership, implementation skills and support to our customers

Accountable for setting direction and leadership on infrastructure projects by providing technical guidance and consulting services to team members on the delivery of contact center projects

Responsible for providing TELUS customers Contact Center options for Voice, IVR, Outbound dialer, WFO, Omni channel (email, web chat, social media etc.), Business intelligence, speech analytics that meet customer expectations and requirements

Responsible for working with the account teams in developing client solutions in support of sales proposals

Lead team and project meetings

Required to lead and mentor other team members in meeting the customer expectations

Conduct discovery meetings to assist sales in qualifying opportunities

Conduct customer needs analyses to identify business and technical issues

Interface with customer and sales team to develop customer’s advanced application requirements in relation to needs analyses

Creates 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

Conduct “whiteboard” discussions to explain contact center solutions and services

Utilize existing quote tools to configure/price contact center solutions

Answers RFPs with responses that are complete, accurate, and professionally written Responsible for contact center design integrity and assurance of proposed solution

Support the project team in a technical lead role to ensure successful project completion and works with systems analyst to mutually develop written Functional Specification document Ensures Functional Specification document clearly describes viable solution

Exercises 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

Senior to expert level of technical skills within many of the Cisco 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

Cisco unified ICM scripting – proprietary editor of Cisco called “Script Editor”

Must be perfectly bilingual (French/English)

Required Experience

3-5 years of equivalent experience in Avaya contact center design environment

Avaya Elite, AACC certification, ACIS or ACSS, MPS

University Degree

Great-to-haves

7-10 years of equivalent experience in the Cisco contact center design environment

Cisco UCCXI, UCCEI, UCCES, UCCE ICM or UCCED

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability — your unique contributions and talents will be valued and respected here.

Company: Telus

Expected salary:

Location: Quebec City, QC – Montreal, QC

Job date: Wed, 04 Aug 2021 06:33:33 GMT

Job Source: Careerjet.ca

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