Senior Technology Consultant

Description

Our team and what we'll accomplish together

Our CCAT team designs and deploys contact centre solutions that help TELUS customers connect with the people who serve them. We work across Cisco Webex Contact Center, Cisco UCCX and Avaya platforms, bringing together voice, IVR, omnichannel, workforce optimization and analytics. The market changes fast, and we thrive on learning new technology as it arrives. As a Senior Technology Consultant, you'll lead projects from first conversation to go-live, with the autonomy to shape solutions and the chance to grow alongside the technology.

What you'll do

• Lead contact centre projects from discovery through design, deployment and go-live, so customers get solutions that meet their needs

• Conduct discovery sessions and needs analyses with customers and sales teams to identify business and technical requirements

• Design voice, IVR, omnichannel on Cisco Webex Contact Center, Cisco UCCX and Avaya platforms

• Write clear Scope of Work documents and functional specifications that accurately describe each proposed solution

• Partner with account teams to shape client proposals, present solutions through presentations and whiteboard sessions, and contribute to RFP responses

• Mentor team members on technical delivery and share knowledge as platforms evolve

• Explore new technology releases and apply them to customer solutions, often with limited prior product knowledge

Qualifications

What you bring

• Fluent French (written and spoken) and working proficiency in English for collaborating with colleagues and customers across Canada

• Significant experience designing and deploying contact centre solutions, typically 7+ years, including senior or lead technical roles (or equivalent experience)

• Hands-on experience with Cisco contact centre platforms, ideally Cisco Webex Contact Center, including skill-based routing, IVR, CTI and reporting

• Experience with call flows, configuration and scripting, such as Cisco Unified Script Editor

• Working knowledge of telephony and network fundamentals, including LAN, WAN, SIP and databases

• Proven ability to lead projects from start to finish with limited supervision

• Demonstrated ability to learn new technologies quickly, even with limited prior product knowledge

• Clear communication skills to explain technical solutions to customers, sales teams and senior leaders

• University degree or equivalent experience

Great-to-haves

• Experience designing contact centre solutions on Avaya platforms

• Cisco or Avaya contact centre certifications

• Experience with speech analytics or omnichannel solutions (email, webchat, social media)

Intermediate knowledge of English is required because you will occasionally interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.