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Application Support Engineer - Intermediate (Workforce Management)

Basic Information

Ref Number

Req_00149933

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Additional Locations

GT - Quetzaltenango - Xela, GT - Guatemala - Torre Pradera, IN - Ahmedabad - GIFT City, IN - Bengaluru - Cessna Business Park, IN - Bengaluru - Indiqube Sigma, IN - Gurugram - DLF TechPark, IN - Home Office - Chennai, IN - Mumbai - Aurum Q Parc 2, IN - Noida - Candor Building 5, IN - Noida - Candor Building 6, IN - Noida - Candor Building 7, IN - Noida 54 - NSEZ, SV - Santa Tecla - Plaza Merliot

Państwo

Salwador

Job Type

Support Positions

Work Style

Remote

Description and Requirements

This position is available in the following countries: 


El Salvador

Guatemala

India


Position overview:

As a WFM Application Support Specialist, 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:

  • Troubleshoot medium to high complexity issues for a range of applications within WFM such as Verint, Tango, DataNaTIV, SNOW, with 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:

  • 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

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

  • B2 oral and written English

 

If you have questions or comments about this open position, write to:
tica_stepup_recruitment@telusinternational.com

 

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.

Additional Job Description

As a WFM Application Support Specialist, 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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