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5+ years business experience in the implementation of technology capabilities with an emphasis on both frontline agent and customer experience
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5+ years experience in working with Contact Centre technologies
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3+ year experience working with Genesys Cloud
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Experience and knowledge of MS Dynamics, AWS products (Connect, LEX, etc.), Google Dialogue Flow, and other comparable technologies is an asset
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Experience working with and driving results from contractors is an asset
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Can make time-boxed decisions on scope and priority to keep the Agile Team moving
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Is quick to acquire product expertise / technical acumen to understand current \& desired product experience as well as underlying tech \& dependencies
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Can retain information about the design of numerous complex solutions that all interoperate together and clearly articulate that knowledge to others
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Able to understand and articulate business value and how work produced by Delivery Team realizes business value
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Has experience looking at customer/market trends and can think about "what's next" and strives to innovate and be best-in-class
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Can analyze and interpret data to provide insight-driven direction
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Can analyze issues, identify root causes and recommend solutions
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Is proactive and works well collaboratively
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Is self-sufficient and can operate with autonomy
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Strong negotiating skills to drive a collaborative working environment that drives consensus in the best way to achieve the best results
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Takes feedback well and pivots and adjust to a rapidly changing environment
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Is able to deliver results in a rapid-paced, adrenaline-driven environment
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Is entrepreneurial and adaptable, but can also deal with process and controls
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Has excellent communication (written and oral) and presentation skills
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Experience working with Agile tools like Jira/Confluence would be an asset
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Competitive salary \& annual bonus
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Competitive \& flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
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Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
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Paid time off for volunteering
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Company matching contributions to charities you support
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Growth \& Development Opportunities:
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Self-driven career development programs (E.g. MyPath program)
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Rogers First: priority in applying to internal roles of interest
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Wellness Programs:
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Homewood employee \& family assistance program
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Cognitive Behavioural Therapy (CBT) \& Virtual therapy sessions
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Low or no-cost fitness membership with access to virtual classes
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Our commitment to the environment and diversity:
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Work for an organization committed to environmental protection
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Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.
