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 our 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 Business Systems Analyst, you will be at the forefront of driving the quality and delivery of projects for the Customer Interaction Routing team. Your strong call center experience and knowledge will be integral to the success of our team’s customer experience journey. You’ll constantly communicate with various stakeholders including leaders, technical subject matter experts (SMEs) and internal team members to enable customer experience applications and changes that enable the team to deliver on our goals.  As a strong communicator and a collaborative leader with a stellar reputation for delivering on project objectives as promised, others flock to work with you again and again. 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.

Responsibilities

• Create detailed design specifications, review 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 team members and peers

• Provide technical leadership to internal team members and various stakeholders

• Lead team efforts in relentless improvement teaching problem-solving techniques and helping the team become better problem-solvers for themselves.

• Support the product managers in their efforts to manage the backlog and guide the team while facilitating a healthy team dynamic with respect to priorities and scope.

• Eliminate impediments by actively addressing these issues so that the team can remain focused on achieving the objectives of the Iteration.

• Build a high-performing team focusing on ever-improving team dynamics and performance.

• Help the team manage interpersonal conflicts, challenges, and opportunities for growth.

• Communicate with management and outside stakeholders as well as help protect the team from uncontrolled expansion of work.

As a Senior Leader, you’ll:

• Assist your reporting team manager with resource management, financial management and process improvements

• Provide leadership to internal team members and various stakeholders

• Help with communications and collaboration across multiple business partner and enablement teams

Qualifications

• 5+ years Experience with Contact Center technology on cloud, Routing, and Interactive Voice Response applications

• Knowledge of telecommunications and contact centre vendors, services and products

• Passion to learn quickly and adapt to new technologies

• Comfortable working in Unix environment to troubleshoot and trace logs

• 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

Nice to Have

• Previous experience in leading a DevOps team is an asset

• Previous experience leading an Operations team is an asset

• CBAP Certification

What’s in it for you:

• Private medical and life insurance from day one 

• Employee Stock purchase plan ESPP

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.