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Platform Manager (Intermediate/Senior) - Workforce Management

Basic Information

Ref Number

Req_00156965

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Additional Locations

BG - Home Office, GT - Quetzaltenango - Xela, GT - Guatemala - Torre Pradera, IN - Home Office - Chennai, PH - Manila - Discovery, RO - Home Office

Država

El Salvador

Job Type

Support Positions

Work Style

Remote

Description and Requirements

Platform Manager (Intermediate/Senior) - Workforce Management



This position is available in the following countries: 

Central America: El Salvador and Guatemala

Southeast Asia: Philippines

South Asia: India

Eastern Europe: Romania and Bulgaria

Work Modality: Fully Remote

Position overview:

As a WFM Application Support Specialist Senior, you will provide a critical service in supporting the management of the WFM platforms such as Verint, Datanativ and others.  You will be organised and have a technical mindset with an ability use programming and scripting languages.  You must be able to communicate within WFM and the wider operational and technology teams.

Key responsibilities:
 

  • Diagnose and resolve complex application issues, including system data, ensuring minimal disruption to the business

  • Manage and perform complex application updates, patches, and upgrades to ensure application performance optimization and security enhancement

  • Conduct advanced training sessions to enhance end-user software proficiency; oversee the creation of comprehensive user guides

  • Conduct thorough testing/ health check of application updates and new releases, ensuring updates integrate seamlessly with existing data, upstream and downstream systems and processes; report and address identified issues, bugs or defects

  • Lead collaborations with technical teams and vendors to resolve complex and escalated issues, taking ownership of problem resolution

  • Formulate and implement client engagement strategies for issue resolution to ensure client satisfaction and retention



Core competencies:

  • Supporting client engagements in a consultative way

  • Focusing on customers

  • Embracing technology

  • Managing self-development

Functional competencies:    

  • Strong knowledge of operating systems, databases and programming languages

  • Proficient software and application issues troubleshooting 

  • Expertise in ticket management and prioritization

  • Understanding of application steam or business flow

  • Familiarity with ITIL (Information Technology Infrastructure Library) principles

Qualifications:

  • 3 to 5+ years of experience in an application support or related role - Mandatory

  • Bachelor’s degree in relevant field or equivalent - Desirable

  • ITIL or other application specific certifications

  • B2+ oral and written English - Mandatory


 

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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Additional Job Description

As a WFM Application Support Specialist Senior, you will provide a critical service in supporting the management of the WFM platforms such as Verint, Datanativ and others.  You will be organised and have a technical mindset with an ability use programming and scripting languages.  You must be able to communicate within WFM and the wider operational and technology teams.


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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