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Title:  Technical Application Support, Scotiabank




Requisition ID: 199005

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


The primary purpose of the role is to aid in design, implementation and support of technology solutions with a critical focus on contact centre technologies to deliver quality on-premise and cloud technology solutions to our business partners throughout the bank. The support functions of the role include on-call responsibilities. 


Is this role right for you? In this role you will:

  • A primary function of this position will be to provide project and operational support for applications used by our internal business partners. A heavy focus will be on CTI-related technologies and integrations, with a specific focus on Avaya Interaction Center and Genesys CTI. 
  • Integration work with Google Cloud
  • Responsibilities may include support and project work for Voice BioMetrics (Gatekeeper) Genesys Email and Chat solutions (on-premise and Cloud), multiple Verint applications such as Call Recording, Workforce Management (WFM), Speech Analytics and DPA and more. Additional enterprise application support will be required.
  • Provide Windows and Linux OS support for monthly patching activities, server vulnerability remediation for team application servers.
  • Project support including 
  • 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 
  • Server management including system reboots / refreshes, alerting and monitoring activities, onboarding / decommissioning requests for servers, log management. networking requests. etc.
  • Work with technology vendors to deliver and support solutions for our business partners.
  • Assist with Operational Readiness activities for new projects
  • Accountable for rotating 3rd line (on-call, after hours) support, and continual environment assessment and capacity planning.
  • Assists with implementation, integration, security and programming best practices by maintaining up to date knowledge of solution components, delivery methods and abilities.


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • Undergraduate Degree in Computer Science or technical equivalent
  • Experience with Avaya Interaction Center (IC) and other CTI-related technologies.
  • 5 - 10 years server and / or application support experience in an enterprise / contact center environment.
  • Experience with cloud integrations, Google Cloud, Google CCAI
  • Development or scripting skills are an asset
  • SQL database experience an asset
  • 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.)




What's in it for you?

  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
  • Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!


Working location condition: Hybrid 



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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