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Platform Engineer (Intermediate/Senior) - Workforce Management

Informations de base

Ref Number

Req_00149933

Site principal

SV - Antiguo Cuscatlan - Las Cascadas

D'autres sites

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

Pays

El Salvador

Types d'emploi

Support Positions

Work Style

Remote

Description et exigences

Platform Engineer (Intermediate/Senior) - Workforce Management


This position is available in the following regions: 

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 Engineer, 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 to use programming and scripting languages.  You must be able to communicate within WFM and the wider operational and technology teams. 

Key responsibilities:
 

  • Lead by consultation the best way to integrate processes into Verint.  Work with operations on the challenge and demonstrate how this can be performed by technology. 

  • Troubleshoot medium to high complexity issues for a range of applications within WFM such as Verint, Tango, DataNaTIV, SNOW, causing minimal disruption to the business

  • Collaborate with technical teams and vendors to resolve both routine and complex issues, escalating cases when necessary

  • Perform root cause analysis for recurring problems and contribute to long-term solutions

  • Contribute to the continuous improvement of support processes and documentation

  • Perform routine to medium complexity application updates, patches, and upgrades to ensure application performance and security

  • Participate in testing application updates and new releases, ensuring seamless integration with existing data, upstream and downstream systems and processes; report and address identified issues, bugs or defects

  • Initiate client updates and follow-ups, demonstrating a proactive approach to issue resolution

  • Conduct training sessions to enable end-users to utilize applications more effectively

Core competencies:

  • Supporting client engagements in a consultative way 

  • Focusing on customers 

  • Embracing technology 

  • Managing self-development

Functional competencies:    

  • Must possess in-depth knowledge of the Verint application, particularly in configuration and requirements gathering

  • Expertise in a variety of applications and operating systems 

  • Strong expertise in software and application issues troubleshooting techniques and tools

  • Expertise in scripting languages and automation tools

  • Familiarity with ITIL (Information Technology Infrastructure Library) principles

  • Ability to solve problems in straightforward situations, analyze possible solutions using technical experience, judgement and precedents

Qualifications:

  • 4+ years of experience in application support, software development or related field - Mandatory

  • Bachelor’s degree in Information Technology, Computer Science or related field - Desirable

  • 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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Description supplémentaire du poste

As a WFM Application Support Engineer, 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 to 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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