Mandate and project :
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 : Maria Larbes
Advantages
Job posting # : 816
Job title : Senior Scripter / Programmer Telephony and Contact Center Services
Period : 09 / 03 / 2024 - 12 / 31 / 2024
Work Location : Montreal, QC(2020), Toronto, ON, Saint-Hyacinthe, QC - 2 days at the office
Credit and criminal background check
2 professionnal references
Tech material provided
35h / week
Équipe / Team : Telephony and Contact Center Services
Dept : End User Computing
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 the 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 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, you can send your resume to Maria Larbes
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 accessibility@randstad.
ca to ensure their ability to fully participate in the interview process.
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