System Analyst-II, CcaaS

Job Description:

 

• Show overall accountability for the technical success of the TC3 & CC360 initiatives by ensuring the applications (TC3/CC360) run smoothly for all of our customers via:
• Proactively identifying problems, deploying smart solutions
• Contributing to the requirements and design of new service offerings on the CC360/TC3 services, coordinating and helping to test new application updates and infrastructure upgrades
• Act as a liaison to multiple internal teams and external vendors and partners to deliver and manage the CC360/TC3 services effectively and efficiently
• Provide direction to more junior team members in troubleshooting and managing complex service issues
• Identify root-cause and suggest and execute resolutions for serious problems with the CC360/TC3 production systems
• Recommend changes to the overall service to improve service quality and functionality
• Identify creative supportable methods for addressing customer requirements and delivering the solution,
• Prepare plans to be used by change management team to execute changes
• Update support, operational, and technical procedures and documentation,
• Assist with the operational support and eventual turn-down of the service
  
   

Requirements

 

• Schedule flexibility
• Take part in an on-call rotation
• Experience with Cisco UCCE (Deploying and Administering).
• Experience with Cisco CUBE.
• Experience with Cisco NEXUS switches.
• Experience with Cisco UCS & CUCM.
• MS SQL database knowledge.
• Knowledge and understanding of cloud-based call center technologies (Cisco, Avaya, Genesis, etc ).
  
   

Skills

 

• Works well under pressure.
• Can thrive in a dynamic environment with changing priorities
• Ability to work equally well collaboratively and/or independently and able to prioritize daily tasks with minimal guidance
• Experience providing leadership to small technical teams.
• Excellent problem solving and analytical thinking skills.
• Excellent verbal and written communication skills.
• Mentorship abilities for junior team members.
• Strong organization and documentation skills.
• Strong time management skills; can handle multiple incidents and commitments.
• Familiarity with ITIL.
  
   

Knowledge

 

• English & French (written and oral)
• Oral and written comprehension
• Appropriate use of the English & French languages
• UCCE experience
• CVP and ICM scripting is an asset
• Cisco UCS (Unified Computing Systems) exposure
• Cisco Networking experience (AS5400 Gateways, NEXUS Switches, ASR, ISR, ASA Firewalls).
• Cisco CCNA fundamentals (certification desirable)
• Cisco Call Manager experience
• VMWare exposure
• Windows Server skills (AD, DNS) are an asset
• UNIX skills are an asset.
• Shell Scripting experience (UNIX and Windows)
• MS SQL database knowledge
• LAN/WAN architecture, voice and data communication
• Knowledge of monitoring tools
  
   

Studies & Experience

 

• Degree/certification in Computer Science or Computer Engineering or equivalent work experience.
• +2 years of experience In:
• UCCE/UCCX/Voice/Collab technologies
• VoIP technologies
• Cloud based technologies
• Equal Opportunity Employer
• At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity