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Title:  Genesys Application Specialist

 

 

 

Requisition ID: 132138

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

 

 

The Team

The eContact Team plays a critical role in enabling Global Operation Technologies to deliver against its mission to bring innovation and value to the Bank with confidence and reliability, with a focus on contact centre technologies and services.

 

The Role

The primary purpose of the role is to act as subject matter expert (SME) in implementing, programming and configuration of code or other technical deliverables on a project by project basis for various clients within the Bank. Specifically, this role involves hands-on and expert technical execution and support of eContact environment and related components. Implementing system and application-level alerting and monitoring is also required. Further, the incumbent liaises directly with the client, or together with the RM client in solution building and collaborative problem solving.

Specific focus will be required in the area of Genesys PureCloud for Email and Chat support.

 

Some of the Key Accountabilities include:

1. A large portion of this role will require time spent supporting multiple Genesys Cloud delivery channels including Email and Chat. Additional enterprise application support will be required.

2. Deliver functional enterprise solution components on time and budget through delivery/adherence to the following:

• Technical documentation of solution

• User documentation of solution

• Programming/configuration of solution components

• Delivery of technical knowledge transfers to end user representatives

• Creation and execution of test/use cases in IST / UAT

• Adherence to aspects of the SDLC where applicable, including Bank-created processes

3. Manage technical aspects of vendor deliverables in enterprise solutions, including adherence to budgets, timelines, quality and accuracy of technical deliverables.

4. Accountable for ongoing 3rd line (on-call, after hours) support, and continual environment assessment and capacity planning.

5. Leads implementation, integration, security and programming best practices by maintaining up to date knowledge of solution components, delivery methods and abilities.

 

What You Will Bring to Succeed

• Undergraduate Degree in Computer Science or technical equivalent

• 5 - 10 years technical work experience with Genesys products is required

• Programming skills are an asset, specifically .Net development, Angular, Entity Framework and Java development.

• Excellent verbal and written communication skills are essential.

• Excellent organizational skills and the ability to manage multiple complex initiatives

• Technical designations an asset (i.e. Avaya, Verint, Genesys, Microsoft, etc.)

 

The Workplace

  • We are technology partners who help the business transform how our employees around the world work
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • We 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 (on pension & profit sharing), and generous vacation

 

Scotiabank

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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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Location(s):  Canada : Ontario : Toronto 

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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