Job Title

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider encompassing physical, mental and financial health TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Join our team and what well accomplish together As an Associate Cloud and Infrastructure Specialist you will work with the members of IT Digital Business Solutions team to provide hands-on technical support to TELUS Health employees. You will demonstrate hands-on AWS experience through enterprise-scale support, implementations or migrations. This role offers opportunities to expand your skills in various areas, including call routing, flows, IVR, softphone, agent workspace, voice bot, and chat bot with GenAI CCaaS. What youll do * Demonstrate hands-on technical support role in contact center & CCaaS with minimum of 1 year experience * Handle technical support by managing tickets, incidents, and change requests and escalates urgent issues to advanced support for immediate attention * Monitor system alarms while coordinating scheduled maintenance and outages * Support end users and diagnoses various issues impacting the quality of voice and chat services. * Supports contact center softphone, agent workspace, and other client-side applications while analyzing functional business requirements and design specifications for call routing, flows, and IVR systems. * Manage phone numbers (DIDs) and maintains carrier relationships while ensuring compliance with telecom regulations. * Troubleshoot and resolves issues through coordination with product vendors e.g., AWS * Operate independently with minimal supervision, demonstrating high levels of autonomy and self-direction * Administer cloud-based Contact Center Technologies platforms, including CCaaS and similar systems like Amazon Connect * Participate in on-call duties, maintenance work, and incident response outside of normal business hours as needed. What you bring Succeeding as a Technology Specialist Contact Center Technologies requires the following core qualifications and skills * Demonstrates exceptional customer service abilities coupled with clear and effective communication skills, proving their capacity to engage professionally with clients and colleagues in various business settings * Holds comprehensive expertise in deploying and managing diverse communication technologies including Contact Center systems, ACD, IVR, Voice over IP, WebRTC, Chat, and Omni-channel solutions, demonstrating proficiency in integrated telecommunications infrastructure * Possesses support experience in implementing a wide range of contact center capabilities, including softphone integration, advanced analytics, call recording systems, and workforce management tools, to optimize operational efficiency and performance. * Exhibits a strong track record in developing innovative solutions, coupled with an enthusiasm for hands-on scripting, particularly in JSON or YAML, showcasing the ability to create efficient and practical code-based solutions. * Demonstrates extensive hands-on experience in supporting and managing AWS services, ensuring optimal cloud infrastructure performance and reliability. * Commits to providing flexible support across multiple time zones, ensuring consistent service delivery to global users regardless of their geographical location * Proves a history of successfully executing projects involving Remote Worker and Remote Agent technologies, as well as Virtual Desktop Infrastructure (VDI) implementations, specifically with Citrix and Microsoft VDI platforms, demonstrating expertise in remote work solutions. * Demonstrates a robust understanding of Infrastructure Technology, encompassing network architecture, cloud technologies, and systems management and modern IT infrastructure components. Great-to-have * Manage phone numbers (DIDs) and maintain carrier relationships * Technical proficiency in Python and Node.js development is considered an asset A bit about us Were a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada. The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19. Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks. By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.