Senior Technology Consultant

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Jobs by Category: Operations
Job Function: Technology
Status: Full Time
Schedule: Regular
DescriptionOur team and what we'll accomplish together
Our CCAT team designs and deploys contact centre solutions that help TELUS customers connect with the people who serve them. We work across Cisco Webex Contact Center, Cisco UCCX and Avaya platforms, bringing together voice, IVR, omnichannel, workforce optimization and analytics. The market changes fast, and we thrive on learning new technology as it arrives. As a Senior Technology Consultant, you'll lead projects from first conversation to go-live, with the autonomy to shape solutions and the chance to grow alongside the technology.
What you'll do
Lead contact centre projects from discovery through design, deployment and go-live, so customers get solutions that meet their needs
Conduct discovery sessions and needs analyses with customers and sales teams to identify business and technical requirements
Design voice, IVR, omnichannel on Cisco Webex Contact Center, Cisco UCCX and Avaya platforms
Write clear Scope of Work documents and functional specifications that accurately describe each proposed solution
Partner with account teams to shape client proposals, present solutions through presentations and whiteboard sessions, and contribute to RFP responses
Mentor team members on technical delivery and share knowledge as platforms evolve
Explore new technology releases and apply them to customer solutions, often with limited prior product knowledge
QualificationsWhat you bring
Fluent French (written and spoken) and working proficiency in English for collaborating with colleagues and customers across Canada
Significant experience designing and deploying contact centre solutions, typically 7+ years, including senior or lead technical roles (or equivalent experience)
Hands-on experience with Cisco contact centre platforms, ideally Cisco Webex Contact Center, including skill-based routing, IVR, CTI and reporting
Experience with call flows, configuration and scripting, such as Cisco Unified Script Editor
Working knowledge of telephony and network fundamentals, including LAN, WAN, SIP and databases
Proven ability to lead projects from start to finish with limited supervision
Demonstrated ability to learn new technologies quickly, even with limited prior product knowledge
Clear communication skills to explain technical solutions to customers, sales teams and senior leaders
University degree or equivalent experience
Great-to-haves
Cisco or Avaya contact centre certifications
Experience with speech analytics or omnichannel solutions (email, webchat, social media)
Intermediate knowledge of English is required because you will occasionally interact in English with external parties (clients, suppliers, candidates, external partners, etc.);
interact in English with internal parties (colleagues, internal partners, stakeholders, etc.);
and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Salary Range: $86,000-$136,000
Performance Bonus or Sales Incentive Plan: 15%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunitiestodevelop your skills
And much more ...
Job Type: This is for a current vacancy
A bit about usWe're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You'll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We're committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you're helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
OperationsWe're the ones that design, build, repair and maintain the billions of dollars' worth of the infrastructure that keeps more than 15.2 million Canadians connected.
We are honoured to be recognized1.4MDays volunteered in our communities.
70%Team members that work at home or are mobile.
15.2Million customers that TELUS is serving across Canada.
AccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We're committed to fair employment practices and all qualified applicants will receive consideration for employment.
We offer accommodation for applicants with disabilities, as required, during the recruitment process.
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