Senior programmer Jobs in Montreal, QC

Role

Our team delivers brilliant service by supporting our internal business stakeholders for complex technical issues that may arise in relation to our VoIP contact centre operations, telephony tools and reports.

As a Senior Scripter / Programmer, you will engage and provide support to all Canadian Contact Centre operations within our Home-Auto, Claims, Lifestyle and Group Benefit teams. You will provide support to these respective business areas in a timely and responsive manner that meet the needs of the business and you will strive in an independent working environment requiring minimal direction with strong collaboration within IT / Telephony operations, external vendors, and contractors.

• Contact us to send us your resume or for more information : Maria Larionov

Advantages

Workplace : Montreal or Toronto (Hybrid 2x per week in the office)

Languages : French and English (spoken and written)

Start date : ASAP

Possibility of renewal : Yes

2x professional references

Credit and criminal background check

Responsibilities

Responsibilities

Develop / update scripts for IVR menus, queues and call flows in Avaya Elite and Avaya Experience

Portal

Modify queues opening hours for holidays and special events

Keep the numbering plan for VDNs and skills updated

Create contact center users according to the appropriate profile

Create and keep updated call flow documentation using Microsoft Visio

Resolve technical issues escalation from IT User Support and escalate to appropriate levels as

required.

Demonstrate effective collaboration within the Telephony and Contact Center Services team as well

as with other technical and business resources along with third party vendors to help ensure a

consistent and professional service outcome to your stakeholders within the organization.

Help support the gathering of business requirements for telephony-related projects and

enhancements.

Help build Test Plans and support the UAT (user acceptance testing).

Contribute towards our team’s success by consistently leveraging Intact’s best practices.

Demonstrate ownership and accountability of call routing-related issues impacting our contact

centre operations and provide consistent communication to the end-user.

Demonstrate the ability to adapt in a rapidly evolving environment.

Travel to work in different Intact offices, as needed.

As we work in a team environment, you will utilize your strong interpersonal and customer service

skills to be able to effectively build strong business relationships within the organization and with

other team members.

Qualifications

Requirements

College diploma in Computer / Software development / Programing

Detail oriented

Superior troubleshooting skills

Hands-on experience with Avaya Elite, SMGR, Avaya Experience Portal (AEP)

Deep understanding of Avaya Elite vectoring and variables

Knowledge of call-back solutions

Experience in developing through APIs an important asset

Experience in customer service, being customer oriented

Team spirit

Action-oriented

Bilingualism French-English essential

7 – 10 years experience

Summary

Contact us to send us your resume or for more information : Maria Larionov

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.