Senior Contact Center AI Platform (CCAIP) Application Specialist I

Overview

Drive innovation in cybersecurity, software development, and big data technology as part of our award-winning IT team. You can play a critical role as part of a global agile team for Bell Canada, Canada’s largest telco, media, and tech company. 

We know our success is fueled by our people, so we empower our Qmunity and provide a workplace where you can flourish and grow. We offer premium benefits, including: 

• Home-based setup 
• Miscellaneous allowances, performance-based bonus, and yearly increase 
• HMO from day 1 for you + 2 free dependents 
• 6 months paid maternity/paternity leave 
• Company-sponsored training and upskilling, and career growth opportunities 

Responsibilities

• Perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform Managing Functions and Reporting with CCAIP.

• Manage and maintain the organization's CCAIP infrastructure.

• Setting up and configuring cloud-based resources, monitoring and troubleshooting issues, managing access and security, and optimizing performance.

• Work with different teams and stakeholders to ensure that the CCAIP infrastructure and configuration meets the requirements of the organization.

• Responsible for setting up and maintaining networks, security, and access control, as well as troubleshooting and resolving issues related to the GCP infrastructure.

• Work with development teams to integrate GCP services with existing systems and applications, and ensure that the GCP infrastructure is properly configured to meet compliance and regulatory requirements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• At least 2 years of experience with CCAIP core features, functionality, reporting, and configuration.
• More than 3 years of experience of development using Python
• At least 2 years of experience in managing a production environment at scale in a cloud environment.
• At least 2 years of experience in Conversational AI, telecommunications, networking, or contact centers.
• Must be a fast learner, passionate about using new technologies, and a people person.
• Must be able to participate in off-hours production incidents and provide solutions to critical issues that arise.
• Can orchestrate the integration of sophisticated telephony and digital chat systems, contributing to a stable communication infrastructure.

Nice to Have:

• Experience with Google Cloud Platform (GCP)

• Knowledge with identifying the main and secondary tasks with CCAI and CCAIP.

• Strong team-oriented interpersonal skills with the ability to effectively interface with a wide variety of stakeholders.

• Excellent written and oral communications skills, with the ability to convey complex concepts to both technical and non-technical audiences.

If you’re ready to take the next step in your career, APPLY NOW! 

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