Job Description

Description and Requirements

Be a part of a transformational journey with innovative talent and leading edge technologies

Join our team

The Customer Interaction Routing team enjoys working with the latest technologies while interacting with talented team members to deliver on our vision. Our mandate is to partner with various business units in order to gain a competitive advantage and maximize value creation by delivering innovative solutions and operational excellence. Specifically, we engage in large-scale, cross enterprise programs that will fundamentally change the way TELUS does business.

Here’s the impact you’ll make and what we’ll accomplish together:

As a Senior Technology Architect, you will be providing support to various stakeholder groups within TELUS, by building their contact center solutions and supporting implementation. Leveraging your knowledge of Genesys development, configuration and architecture through the technical design of projects, with a keen focus on customer interaction routing. Collectively, the passion and energy we have will enable us to transform highly cool and complex technologies into great experiences for our agents, internal and external customers.

Here’s how

As a Senior Technology Architect, you’ll:

• 5+ years Experience with Genesys Cloud (Architecture, Design, Deployment, API Development, and Integration into Google and AWS Bots)
• 5+ years Experience with Genesys Reporting either Custom report extracts, or A3S support.
• Knowledge of telecommunications and contact center vendors, services and products.
• Passion to learn quickly and adapt to new technologies.
• Hands on experience developing Genesys Cloudrouting applications.
• Comfortable working in Unix environment to troubleshoot and trace logs.
• Ability to administer and apply changes to a Genesys deployment pipelines.
• Develop application architecture design for high complexity projects, with emphasis on technical architecture and solution components.
• Participate in the review of detailed design specifications, test plans and user documentation for functional and technical completeness and accuracy.
• Act as a consultant in the search for alternative technical infrastructure solution components.
• Assess and manage architectural and technical impacts.
• Mentor and develop junior and intermediate Genesys team members and peers.
• Provide technical leadership to internal team members and various stakeholders.
• Lead PoC efforts for candidate architectures, products and tools.
• Ability to adopt and communicate new concepts, ideas and techniques to all levels of the organizations.
• Confident with your knowledge in the entire Genesys suite of application offerings.
• Hands on experience to assist in the remediation of application stability and performance

You’re the missing piece of the puzzle 

• 5+ years Experience with Genesys Cloud (Architecture, Design, Deployment, API Development, and Integration into Google and AWS Bots)
• 5+ years Experience with Genesys Reporting either Custom report extracts, or A3S support.
• Knowledge of telecommunications and contact center vendors, services and products
• Recognized for your strong analytical, problem solving and troubleshooting skills
• Strong ability to work in collaboration with various stakeholders
• Known as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely
• Known for your strong analytical, creative thinking, and decision making skills
• Previous experience in leading a Dev Ops team is an asset
• Previous experience leading an Operations team is an asset

Additional Job Description

Telus Digital is looking out for Senior Technology Architects (Genesys Cloud) for the open roles across US and Canada

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, 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.

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