Required Skills:
- Demonstrated design expertise shall include SaaS, CCaaS, Voice Solutions, Cloud Solutions, Complex data solutions, Contact Center Operations, Hosting, and Enterprise IT Application services in order to provide complete technical consulting. - Advanced
- Strong knowledge of the Contact Centre and Customer Premise Solutions (CPS) – Cisco, Avaya, Verint, WFO and WFM, IVR, and CTI services. - Advanced
- PC skills including Word processing, spreadsheets, databases, internet. - Intermediate to advanced
- Ability to translate and communicate business opportunities into technical requirements. - Advanced
- Working knowledge of industry security and compliancy requirements such as SOC, PIPEDA, SSAE, PCI, etc.- Intermediate
- Knowledge of IP Web technologies, particularly SIP, security, web architecture, networking, cloud hosting, enterprise hosting, - Intermediate to advanced
- Demonstrated experience of the sales process – identifying and understanding customer technical needs relative to products and services. Cost evaluations. - Intermediate to advanced
- Bilingual (English and French) a big advantage. Intermediate to advanced
- Demonstrated experience in solutions integrations. - Advanced
- Demonstrated experience in evaluating new partner solutions. Identify Risk and Risk mitigations, Help flesh out technical aspects of service offer road maps. - Intermediate to advanced
- Experience working with development teams and processes. - Intermediate.
- CISCO (HCS, HCS-CC, UCCE, CUCM, NETWORKING, FIREWALL, UCS), NETAPP SAN, MPLS, VPN, GCP, KUBERNETES, FreeSWITCH, KAMAILIO, DIALOG FLOW, WINDOWS SERVER, SQL SERVER, WINDOWS SMTP, PROXY, LINUX, NETGATE, F5, VERINT, AQUEON, UPSTREAM WORKS, EGAIN, BUCHER-SUTTER.
Education:
- Professional accreditation or certification:
- Engineering degree or technical diploma with demonstrated experience.
- Certifications are appropriate from appropriate vendors such as Cisco, Avaya, Sun, HP, Noble, and Verint.
- From a Cisco perspective, the CCNA or CCDA certification is considered the standard.
Experience:
- 5-10 years technical/operations experience in, telecommunication and/or IT industry.
- 3+ years of related work experience in the Contact Centre industry Industry.
- Minimum 2 years in a pre-sales engineering role.
- Previous Industry experience in Solution Development, Pre-Sales, Consulting, or Customer facing technical roles.
- Demonstrated experience in identifying and understanding customer technical/business needs and translating them into viable integrated solutions.
- Partnership or Consultative selling experience is an asset.
- Experience in the Contact Centre industry supporting one of the following verticals: Technology, Utilities, Health Care, Finance, and Telecom.
Equal Opportunity Employer:
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Additional Job Description
Your role:
Supporting TELUS International’s Digital Solutions SaaS offerings, the successful candidate will be supporting new technical builds and launches and pre-sales activities by reviewing requirements, delivering technology recommendations and solutions across all SaaS and Contact Centre as a Service (CCaS) and related technologies.
This role will be client-facing and will require the ability to interface with clients, sales teams, and technical teams in equal measure.
