Contact Centre Support Engineer
Superior Propane
Guelph, Canada
3d ago

Description and Requirements

Reporting to the Director of Customer Experience, the is responsible for managing the business platforms specific to the contact centre including but not limited to the telecommunication systems, IVRs, and other contact centre applications.

This role is the liaison between the business, IS and the vendor partners while providing support to the business in the design / implementation of changes to the platforms.

The position will support the Canadian and US operations, and is based out of our Mississauga or Guelph offices.Work from a home office for an extended timeframe will be required as circumstances dictate, with flexibility for a blended work from home solution as a permanent arrangement.

ROLE SPECIFIC RESPONSIBILITIES :

1.Integral team member providing support to the contact centre business for Superior Propane in Canada and US

2.Work with IS team to support and debug application and server issues including outage support

3.Coordinate telecommunication systems including programming toll free lines

4.Working with the business owners; design, program, test and debug changes to IVRs and supporting applications

5.Review control descriptions, process narratives and testing strategies for reasonableness and accuracy. Make recommendations and implement updates to documentation

6.Document and report testing results with recommended best practice solutions for issue remediation

7.Perform proper planning to execute the required test steps by established deadlines with minimal supervision. Be able to prioritize assignments, apply sample size guidelines appropriately and provide constant and clear feedback to management and the process owners

8.Assist with IT system implementations and upgrades

9.Develop and implement recommendations to mitigate risks or gaps. Provide recommendations regarding best practices and corrective action alternatives based on cost / benefit

10.Communicate project status, concerns, or issues to Management in a timely manner

11.Developing and maintaining effective working relationships with team members, business (IT) process owners, management and application vendors

12.Participate in special projects pertaining to telecommunications and contact centre solutions

13.Perform other duties and responsibilities as assigned

HIRING PROFILE :

  • College or University degree required
  • Avaya certifications preferred
  • 3-5 years of experience in telecom platforms for contact centres
  • Detailed understanding of telecommunication design, implementation, and testing
  • Hands-on experience in Avaya platforms including Communication and System Manager, Experience Portal, Dynamic Self-Serve, Business Rules Engine, Call Back Assist, Nuance with exposure to Proactive Outreach and Survey programs
  • Experience with OfficeLinx, multichannel applications and Wallboard
  • Knowledge of contact centre platforms, Calabrio WFM, QM and Analytics preferred
  • Exposure to SIP trunking an asset
  • Experience in debugging applications issues including server alarms
  • Demonstrated analytical and problem-solving skills
  • Strong computer skills, including proficiency with MS Office suite, query tools and databases.
  • Strong interpersonal and influencing
  • Strong verbal and written communication skills
  • Self-starter with excellent organization / planning and time management skills
  • Ability to work independently and collaboratively, as well as multi-task
  • Ability to work with minimal supervision and deliver to tight deadlines
  • Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.

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