Contact Center Technologies Specialist

You will play a critical part with designing, supporting, implementing new CC systems, or enhancements to the existing CC platform by first reviewing available CC solutions & products.

You will provide leadership and specialized consultation in defining, planning, and maintaining a strategy for the Contact Center architecture, building out integrations, and maintain technical documentation including processes and procedures.

You will work with the vendor to validate operation of the existing platform in terms of performance, capacity, interoperability, and security status.

In this role, you act as a liaison to build a strong working relationship between the CC Engineering team and the bank’s different Business Lines that make use of CC services.

You will be a part of the teams’ rotational on call duties and, when required, be a part of after-hours project deployments in the evenings or weekends.

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

• Provide 1st and 2nd Level support for troubleshooting and resolution of incidents related to Contact Center phone platform, including joint participation with other areas of support for fault detection in external applications associated with or derived from the Telephony platform telephony AIC / CTI, Recording, Biometrics, IVR, PSTN, etc.)
• Attention to requirements for the execution of Moves, Adds and Changes (MACD’s) as well as enabling / modifying new or existing functionalities, and integrating with new platforms that support Contact Center service as needed.
• Participation in projects to improve, update or growth the CC Telephony platform, supporting in the design and engineering definition activities by evaluating new technologies, functionalities, and capabilities of the current or new platforms.
• Provide support to Development teams in enabling / configuring Telephony functionality in Non-Productive environments.
• Attention to requirements for modification of call flows, including programming of call flows, creation of skills, VDN s, Campaigns, replacement of ads, etc.

related to the CC Telephony Platform.

• Attention to Security Processes (Vulnerability Management, Hardening, Currency, Certificate Management, etc.), Audit, Risks (TPRM), Architecture (ARB), Business, and Continuity of Service (Incident / Change / Problem) or those defined for monitoring and document the requirement from inception to closure.
• Interact with and manage the relevant vendors for incident reporting and resolution within defined service levels, as well as the follow up of operational requirements or validations of new functionalities / services or solutions.
• Participate in the planning and execution of engineering and maintenance activities for the proper functioning of the Telephony platform including minor and major updates, patching / fixes activities or scheduled restarts by recommendation of the manufacturer.
• Attend failure reports from the areas of Monitoring, Support, Incident Management and DC Operations for the attention and resolution of failures.
• Attention to incidents, problems, and requirements through the corporate ticketing platform for the correct documentation and closure of processes.
• Be part of the rotational On Call for the attention and resolution of incidents, as well as participate in the implementation of projects outside working hours and weekends.
• Perform all activities inherent to this position in accordance with Scotiabank’s standards and operating processes, including the Code of Conduct.
• Comply with the requirements of Corporate Training (Global Mandatory Learning) within the established timeframes.
• Participate with Global Contact Center Operations teams (Canada, Central America, LATAM, Caribbean) for the exchange of information, knowledge transfer and standardization of operational and support processes.
• Joint participation with the Sourcing area in the management and renewal process of contracts with clear expiration dates.

Definition of scope and evaluation of renewal proposals or new services if required.

• Active participation in the transformation processes and projects of the Organization that help to improve the operation and services that the bank offers to its customers.
• Promote a customer-centric culture to deepen customer relationships and leverage the Bank’s extensive relationships, systems, and expertise.
• Understand the Bank’s risk culture and how risk appetite should be considered in daily activities and decisions.

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

• You possess excellent communication (verbal / written) skills in English. Furthermore, you also have strong interpersonal skills to interact & build relationships with internal and external business partners and vendors.
• You have at least 6+ years of hands-on technical working experience in managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale
• Inbound Call Centre Technologies like Automatic Call Distribution (ACD) and Communication Manager (PBX) Avaya and above
• Outbound Call Centre Technologies like Dialer Avaya Proactive Contact (APC) - Avaya
• Computer Telephony Integration (CTI) (Avaya AES)
• Avaya Session Manager
• Voice protocols such as Session Initiation Protocol (SIP) and style "font-family : Arial, Helvetica, sans-serif">

Customer Relationship Management (CRM) integration.

• You can demonstrate a strong core foundation experience in fundamental CC technologies & protocols.
• You have hands-on technical working experience or technical knowledge with various CCaaS solutions / providers Genesys, Avaya and NICE).
• You have Bachelor Degree in Computer Science, Information Systems, Engineering, or in a related field.
• You have completed or in the process of completing CC / CCaaS solutions related training and or certification(s) Avaya, Genesys, NICE, Verint, etc.)
• You have problem-solving skills and can offer innovative solutions to the Contact Center.

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.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Working location condition : Hybrid

LI-Hybrid