Contact Centre Support Engineer

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

Reporting to the Director of Customer Enablement, the Contact Center Support Engineer supports the Canadian and US businesses with primary responsibility for managing the business platforms specific to the contact centers. This includes, but not limited to the telecommunication systems, IVRs, SMS and other contact center applications (CCaaS). This role is a primary liaison between the business leaders, IS and our vendor partners while providing support to the business in the design/implementation of changes to the platforms. This role directly impacts the ability for our customers to successfully connect with our Customer Service Reps real time to conduct business.

The position is remote and will require occasional travel within Canada and the US based on the business needs.

What you'll Do:

- Design technical call flow maps, program, test and debug changes to inbound customer calls and integrations to supporting applications

- Create control descriptions, process narratives and testing strategies for reasonableness and accuracy. Make recommendations and implement updates to documentation and process ensuring training is in place.

- Partner directly with the business leaders, GMs and Directors, to translate their requirements into functional contact handling designs / process(es) to improve the employee and customer experience

- Document and report testing results with recommended best practice solutions for issue remediation

- Independently trouble shoot live production issues for end users including making design changes as required

- Work with IS to support and debug application and server issues including outage support, system implementations and upgrades

- Perform proper planning to execute the required test steps by established deadlines with minimal supervision. Be able to prioritize assignments, apply sample size guidelines appropriately and provide constant and clear feedback to management and the process owners

- Develop and implement recommendations to mitigate risks or gaps. Provide recommendations regarding best practices and corrective action alternatives based on cost/benefit analysis

- Communicate project status, concerns, or issues to Management in a timely manner

- Develop and maintain effective working relationships with business leaders, business (IT) process owners, management and application vendors

- Hold frequent discussions / feedback sessions with the business and our vendor partners on day-to-day activities and/or projects

- Participate in special projects pertaining to telecommunications and contact center solutions including call flows designs specific to the integration of acquisitions

What you bring:

- University degree required

- 3-5 years of experience in contact center platforms (CCaaS) Eg: Avaya, 8x8, Five9, Genesys, Nice

- Detailed understanding of telecommunication design, implementation, and testing

- In-depth knowledge of CCaaS principles combined with hands-on experience including design, setup and maintaining the application(s)

- Experience in debugging applications issues including server alarms

- Exposure to SIP trunks an asset

- Demonstrated analytical and problem-solving skills

- Strong interpersonal and influencing

- Strong verbal and written communication skills

- Self-starter with excellent organization/planning and time management skills

- Ability to work independently with minimal supervision and collaboratively, as well as multi-task while delivering to tigh timelines / SLAs

- Thorough, diligent and detail-oriented documentation skills

- Availability to travel 10-15%

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."