Location: Montréal, QC, CA, H3B 1S6 Québec City, QC, CA Rimouski, QC, CA

Req ID: 56647

Jobs by Category: Operations

Job Function: Technology

Status: Full Time

Schedule: Regular

Description

Our team and what we'll accomplish together Our CCAT team designs and deploys contact centre solutions that help TELUS customers connect with the people who serve them. We work across Cisco Webex Contact Center, Cisco UCCX and Avaya platforms, bringing together voice, IVR, omnichannel, workforce optimization and analytics. The market changes fast, and we thrive on learning new technology as it arrives.

As a Senior Technology Consultant, you'll lead projects from first conversation to go-live, with the autonomy to shape solutions and the chance to grow alongside the technology.

What you'll do

- Lead contact centre projects from discovery through design, deployment and go-live, so customers get solutions that meet their needs
- Conduct discovery sessions and needs analyses with customers and sales teams to identify business and technical requirements
- Design voice, IVR, omnichannel on Cisco Webex Contact Center, Cisco UCCX and Avaya platforms
- Write clear Scope of Work documents and functional specifications that accurately describe each proposed solution
- Partner with account teams to shape client proposals, present solutions through presentations and whiteboard sessions, and contribute to RFP responses
- Mentor team members on technical delivery and share knowledge as platforms evolve
- Explore new technology releases and apply them to customer solutions, often with limited prior product knowledge

Qualifications

What you bring

- Fluent French (written and spoken) and working proficiency in English for collaborating with colleagues and customers across Canada
- Significant experience designing and deploying contact centre solutions, typically 7+ years,



including senior or lead technical roles (or equivalent experience)
- Hands-on experience with Cisco contact centre platforms, ideally Cisco Webex Contact Center, including skill-based routing, IVR, CTI and reporting
- Experience with call flows, configuration and scripting, such as Cisco Unified Script Editor
- Working knowledge of telephony and network fundamentals, including LAN, WAN, SIP and databases
- Proven ability to lead projects from start to finish with limited supervision
- Demonstrated ability to learn new technologies quickly, even with limited prior product knowledge
- Clear communication skills to explain technical solutions to customers, sales teams and senior leaders
- University degree or equivalent experience

Excellent-to-haves

- Experience designing contact centre solutions on Avaya platforms
- Cisco or Avaya contact centre certifications
- Experience with speech analytics or omnichannel solutions (email, webchat, social media)

Intermediate knowledge of English is required because you will occasionally interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope. Salary Range: $86,000-$136,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience.



We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

- Comprehensive total rewards package highlighting market-competitive salary and bonus structures, minimum 3 weeks of vacation, and versatile benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …

Job Type: This is for a current vacancy

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. You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

📌 Senior Technology Consultant (Montreal)
🏢 Telus
📍 Montreal