Discover jobs
Job Search
technical support analyst - systems
Title posted on CareerBeacon - Contact Center Technologies Specialist, Scotiabank
Posted on November 19, 2024 by Employer details Scotiabank
Job details
Requisition ID: 204659Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Scotiabank's Global Technology Solutions' (GTS) - Contact Centre (CC) Engineering is responsible for the deployment of new projects including engineering, implementation, documentation, and 2nd level support for the different CC solutions in Canada & the Caribbean region. We are responsible for supporting and deploying new CC technologies aligned to the bank´s architecture and security standards according to the best practices of the industry, to guarantee service excellence for the business and our customers. As part of the CC Engineering team that manages the core Telephony framework infrastructure, we are involved in most of the CC business initiatives. We will work with the different areas with which the CC interacts such as Applications, Voice, Communications and Security to provide support and consulting services for the integration with different business platforms and applications to achieve the goal of providing new solutions that add value to the Contact Center business. 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 (i.e., AIC/CTI, Recording, Biometrics, IVR, SIP communication, 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. 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. 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 customer- LocationToronto, ON
- Workplace information On site
- SalaryNot available
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CareerBeacon #2104445
Important notice: This job posting has been provided by a partner site. Job Bank is not responsible for this content.
Report a problem with this job posting
- Date modified: