Contact Center Support Professional - Jobs in Halifax, NS

Job Description

IntroductionAs an Application Developer, you will lead IBM into the future by translating system requirements into the design and development of customized systems in an agile environment. The success of IBM is in your hands as you transform vital business needs into code and drive innovation. Your work will power IBM and its clients globally, collaborating and integrating code into enterprise systems. You will have access to the latest education, tools and technology, and a limitless career path with the world’s technology leader. Come to IBM and make a global impact!Your Role and ResponsibilitiesThe Context Centre Support Professional (CCSP) is integral to the delivery and continual improvement ensuring that IBM provided services are accessible and available to our clients and their end-users. The CCSP is essential to keeping our client’s businesses running and has a direct impact on the quality of service our clients deliver to their clients. You can take pride in knowing that you are helping to ensure those end-users are able to access services and support because of the work you’ll do and because of your direct efforts.If you’re someone who seeks solutions, thrives in challenges, wants to grow in telecommunications-based technology interconnecting businesses and clients, and want to be essential to the success of your team and clients, then IBM welcomes your application.Our team is looking for an enthusiastic and driven Call Center Support specialistResponsibilities include:

• Providing support in a Service Management environment including: handling of incidents, problem, and change tickets as per defined service levels;
• Communicating appropriately with the client to determine the nature and severity level of Service Incidents and/or Service Requests;
• Clarifying and analyzing client reported Service Incidents and/or Service Requests to obtain resolution or an acceptable work-around;
• Clearly and effectively communicating Service Incident resolutions with supporting evidence;
• Documenting the Service Incident and/or Service Request work-around and/or resolution;
• Providing technical support related to the maintenance and administration of the applications;
• Providing development support for minor enhancements and customizations.
• Collaborating with the client and other team-members to balance priorities and find solutions
• On-call shifts following a defined rotational schedule

ADRequired Technical and Professional Expertise

• Contact Center Technical Environment knowledge
• Ability to apply minor enhancements (changes in code, etc.)
• Ability to conduct investigations of problem tickets and root cause analysis of major incidents / outages
• Ability to execute upgrades
• Infrastructure / OS knowledge
• Familiarity with Unix and Windows Server environments
• Solid analytical skills, problem determination, and resolution recovery processes
• Strong written and verbal communication skills
• Strong interpersonal skills
• Eligible for Secret Level Clearance (10+ years in Canada)

Preferred Technical and Professional Expertise

• 3+ years Genesys Application Suite Support
• Genesys Certified
• Experience with IVR call flows
• Experience in Java
• Valid Security Clearance Level of: Secret

Must have the ability to work in Canada without sponsorship.About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the worlds economy. IBM Services partners with the worlds leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.Your Life @ IBMAre you craving to learn more Prepared to solve some of the worlds most unique challenges And ready to shape the future for millions of people If so, then its time to join us, express your individuality, unleash your curiosity and discover new possibilities.Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.Its time to define your career.About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.Location StatementThis role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk and Donetsk regions of Ukraine) on a work permit, you are not eligible for employment in this position.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.Quick Apply

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