Programmer Analyst Advisory (Contact Centre)

Requisition ID: 258839

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Contributes to the overall success to the Contact Center Projects and Support team within Enterprise Contact Center Technology in Ontario, Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• This role is critical to provide support to the contact center technology for Contact Center applications, infrastructure and liaise with different technology partners to deliver project initiatives.
• Manage technical aspects of vendor deliverables in enterprise solutions, including adherence to budgets, timelines, quality, and accuracy of technical deliverables.
• Be the Subject Matter Expert to facilitate Contact Center technical deliverables and interact directly with design, business and technology partners to provide technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high performance environment and contributes to an inclusive work environment.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Experience on various Contact Center components on cloud.
• Hands on Development experience with IVR call flow with Genesys Architect and Google Dialog flow.
• Experience with Outbound Campaigns and scripting is desirable.
• Software development experience. (2+ years experience)
• Strong verbal and written communication skills are essential.
• Computer Science degree or Technical Certificate/Diploma .
• Self-motivated team player with high energy and ability to work independently as well as within a team.
• Nice to have: Expertise or familiarity with IVR application development, VoiceXML/CCXML, MRCP/RTP, ASR/TTS, Java, JavaScript, XML, Web Services/SOAP/REST APIs and Apache Tomcat.
• Nice to have: Experience working within a large-scale Enterprise environment.
• Nice to have: Foundational knowledge of Contact Center technologies.
• Nice to have: Telephony technologies (Avaya, CISCO, Genesys).
• Nice to have: Familiarity with tools like JIRA, Cyara and Confluence.
• Nice to have: Working experience with MS SQL Server or any other Database technology.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.