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Title:  Avaya Contact Center Technologies Specialist - Hybrid




Requisition ID: 162657

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


Looking for a hybrid role? We have the job for you! Our employees in hybrid roles can alternate between work from home & onsite in the office with the details to be determined, based on business needs.


The team:

Scotiabank’s Global Technology Solutions’ (GTS) - Contact Centre (CC) Engineering is responsible for the deployment of new projects including engineering, implementation, documentation, and 2nd level support for the different CC solutions in Canada & the Caribbean. We are responsible for supporting and deploying new CC technologies aligned to the bank´s architecture, security standards, and according to the best practices of the industry, to guarantee service excellence for the business and our customers. As part of the CC Engineering team that manages the core Telephony framework infrastructure, we are involved in most of the CC business initiatives. We’ll work with the Applications team to provide support and consultancy services regarding integration with different platforms and business applications to achieve the goal of providing new solutions that add value to the Contact Center business.


The role:

You will play a critical part with implementing new CC systems or enhancements by first reviewing CC solutions & products.  You will provide leadership and specialized consultation in defining, planning, and maintaining a strategy for the architecture, development, and implementation of technology within the CC Engineering area.


You will be a part of the teams’ rotational on call duties and, when required, be a part of after-hours project deployments in the evenings or weekends.


Is this role right for you?

  • You are eager to work with leading edge CC technologies to incorporate innovative solutions to the business, as well as work with other technology teams to contribute to an overall solution.
  • You want to be challenged with complex problem solving in time sensitive situations to reduce system downtime and customer impact.
  • You understand how the CC environment works, not only in terms of technology, but from a business perspective, and with that, to provide innovative solutions and tools that add value to the business and improve customer experience.
  • You are highly interested in the most recent CC technologies and solutions like Contact Center as a Service (CCaaS) and want to help drive the roadmap and adoption of these new technologies within a large-scale CC enterprise environment, under a global approach.
  • You are interested in getting in on the Cloud floor as the technology vendors/providers evolve their products and solutions to a cloud-based model, considering CCaaS solutions like Genesys, NICE, Avaya, Verint, etc.


Do you have the skills that will enable you to succeed in this role?

  • You possess excellent communication (verbal/written) skills in English. Furthermore, you also have strong interpersonal skills to interact & build relationships with internal and external business partners and vendors.
  • You have at least 5+ years of hands-on technical working experience in managing, designing, supporting, deploying, and interconnecting various Contact Center technologies at an enterprise scale:
    • Avaya Aura® Call Center Elite software [Automatic Call Distribution (ACD) application]
    • Avaya Aura® Communication Manager (PBX)
    • Avaya Aura® Session Manager
    • Avaya Aura® Application Enablement Services (AES)
    • Avaya Gateways (models G450 & G650)
    • Voice protocols, such as Session Initiation Protocol (SIP) and H.323 standard
    • Voice link types, such as Primary Rate Interface (PRI)T1 circuit
  • You can demonstrate a strong core foundation experience in fundamental CC technologies & protocols.
  • You have some hands-on technical working experience or technical knowledge with various CCaaS solutions/providers (e.g., Genesys, Avaya and NICE).
  • You have a post-secondary education in Computer Science, Information Systems, Engineering, or in a related field.
  • You have completed or in the process of completing CC solutions related certification(s) (e.g., Avaya, Verint, Genesys, etc…)


What's in it for you?

  • While our focus is on finding someone to strengthen our team’s technical bench on CC technologies and solutions, we’re part of a global team with a mandate covering Contact Centers in the different countries where we do business in. As a team, we can explore and work with an extensive variety of CC technologies.
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success! We also foster an environment of innovation and continuous learning.
  • We care about our people, allowing them to design how they work to deliver amazing results.
  • We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
  • Furnished with a small onsite public food court & snack shop.
  • Across the street from Scarborough Town Centre for dining & entertainment choices. Also, multiple indoor & outdoor shopping choices.
  • A short walk from Line 3 of the TTC’s McCowan’s LRT station or public transit bus routes.
  • Minutes from Highway 401 & DVP/Highway 404. Paid onsite surface or underground parking.






Location(s):  Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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