Sr. Business Systems Analyst

Requirements

Description and Requirements

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. Here’s how As a Senior BSA, Product Manager, you’ll: 5+ years Experience with Contact Center technology, Routing, Genesys Voice Platform, Infomart, Outbound etc.) and Interactive Voice Response applications Knowledge of telecommunications and contact centre vendors, services and products Passion to learn quickly and adapt to new technologies Hands on experience developing Composer based routing applications Comfortable working in Unix environment to troubleshoot and trace logs Ability to administer and apply changes to the Genesys Framework 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 team efforts in relentless improvement teaching problem-solving techniques and helping the team become better problem-solvers for themselves. Facilitate all team meetings, including the Daily Stand-up, Iteration Planning, Iteration Review, and Iteration Retrospective. Support the Product Owners 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 Customer Interaction Routing 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 Schedule Full-time (night shift) You’re the missing piece of the puzzle Knowledge of telecommunications and contact centre 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

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 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.

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.