Cloud and Infrastructure Specialist

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.

The Custom Billing & Fulfillment team within TELUS's CIO focuses on empowering business partners through innovative cloud and AI solutions. Partnering with TELUS Business Solutions, we deliver scalable, business-critical products and services that create strategic value across organizations. Our team culture emphasizes diversity, learning, and innovation, fostering a customer-first approach to accelerate the value chain for Enterprise, Business, and Partner Solutions customers.

As a Cloud and Infrastructure Specialist you will work with the members of the IT Digital Business Solution team to provide hands-on technical analysis to TELUS Health employees.You will contribute to project management and product activities such as: scoping and estimating project efforts, identifying risks and recommending mitigation measures, communicating activity status, as well as escalating and communicating possible issues. You will also personalize customer experience in the assisted service channels (IVR, voice bot and chat bot) and will lead the organization in adopting increasingly advanced capabilities e.g. Gen AI Summarization, Evaluation Form, WFM, IVR, Gen AI Agent bot.

What you’ll do

• Address user inquiries, conduct problem analysis, formulate solutions and action plans, and collaborate with business and technology teams on project deliverables.
• Analyze functional business requirements and design specifications of call routing, call flows and IVR, while providing advanced technical support to develop related project deliverables and enhance contact center applications across all areas of business.
• Support technical discovery, cut-over activities, and transition to support/managed services with minimum of 3 years’ experience in contact center technologies and CCaaS expertise
• Deploy and administer applications, including monitoring, performance tuning, logging, call and chat flow diagrams for quality enterprise services, while handling configuration, troubleshooting, and quality assurance tasks
• Create multiple design views to address stakeholder concerns regarding architecture, handle functional and non-functional requirements, and develop proof of concepts that comply with enterprise and solution architecture standards.
• Monitors CX trends to gather intelligence on emerging technologies while creating reports and technology roadmaps to share knowledge and insights with others
• Assist in implementing Omni-Channel routing, Sentiment Analytics, CRM Integration, Workforce Management, Outbound campaigns, Evaluation Form, Sync & Async chat with multiple language and Advanced Reporting systems.
• Develop and maintain IVR code while managing CI/CD pipelines for deployment across various environments using DevOps practices.

What you bring

Succeeding as a Technology Specialist – Contact Center Technologies requires the following core qualifications and skills

• Demonstrates comprehensive expertise in deploying and managing diverse contact center technologies, including ACD, IVR, VoIP, WebRTC, chat systems, and omni-channel solutions, while implementing complex routing scenarios and integrating AI/ML capabilities
• Holds extensive experience in developing and implementing IVR call and chat flows within the Amazon Connect platform, showcasing proficiency in call routing strategies and configuring Amazon Connect environments to optimize customer interactions.
• Demonstrates proficient understanding and hands-on experience with various AWS services, particularly Amazon Connect, Lambda, S3, Athena, DynamoDB, API Gateway, CloudWatch, CloudFormation, Route53, Lakeformation and Kinesis, enabling efficient cloud-based solutions and integrations.
• Proves adept at developing innovative solutions and exhibits a strong enthusiasm for hands-on scripting, particularly utilizing JSON and YAML, to create efficient and effective technical implementations.
• Demonstrates extensive experience in delivering APIs and possesses strong working knowledge of API-related technologies, including RESTful architecture, web services, and authentication protocols, ensuring secure and efficient system integrations.
• Demonstrates extensive expertise in architecting CCaaS, including complex queuing systems, routing logic, and conversational flows, ensuring seamless end-to-end customer journey experiences.
• Possesses comprehensive 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.
• Proves capable of leading complex projects, coordinating system upgrades, and managing application rollouts while ensuring continuous engagement with end users and stakeholders throughout the planning and implementation phases
• Demonstrates exceptional communication abilities and strong organizational skills, ensuring effective project management and collaboration.
   

Great-to-have

• Working experience on Python and Node.js
• Experience with natural language and processing systems and artificial intelligence / machine learning platforms
• Experience and understanding of design principles (UML, Design Patterns) and have a track record of taking a solution from architecture level
• Willing to work on supporting users in different time zones.
• AWS certification must include AWS Certified Solution Architect (Associate or Professional)

A bit about us

We’re 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 Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

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.