Are you self-motivated, passionate about relationship-building, and project management? Do you love challenging work and going the extra mile in helping others? Here is a chance to reveal your talent! We are fast paced, involved in a many exciting projects, interact with various ministries and have the opportunities to learn new skills every day. We are living through an exciting time in GOA.
The Service Alberta Contact Centre attends to more than one million phone inquiries and 25,000 e-mails from Albertans each year. The Telephony support team plays an integral role in the successful operations of our Contact Centres to ensure Albertan's receive appropriate information in a variety of Government of Alberta programs.
The Telephony Technical Specialist plays a significant role in supporting our Contact Centre technology and telephony applications. This position requires strong problem solving and analytical skills to assist contact centre staff by identifying and fixing issues, pushing software, ordering supplies, finding root causes and many operational contact centre requirements. You will assist the Telephony team to support Service Alberta Contact Centre's current and future strategies for continued improvement in the delivery of technology services. This position ensures that the related technology, products and applications are running and operational.
Your combined knowledge of computer sciences and Contact Centre platforms, products and applications (Avaya Application, Speech Server, Media Processing Platform server, Nice Call Recording System) will be called upon to set client service standards and provide input into new and changing project requirements. To be successful in this role you will need to have strong change management knowledge and a deep understanding of technical support processes and workflow.
Your excellent organization and communication skills will enable you to work collaboratively with other ministries who are on the same telephony platform. Ensuring synchronization of applications and working on projects to continually improve GOA Contact Centre efficiencies, economies of scale and working toward a One Government approach.
A University Degree in Computer Science in supporting contact centre telephony environment. Experience with project management concepts and processes would be considered an asset. Equivalencies will be considered.
Equivalencies will be considered as follows:
a 2-year IT-related Diploma with at least 2 years of related experience; or a 1-year IT-related Certificate with at least 3 years of related experience; or over 4-years of related experience.
For individuals who have obtained related educational credentials from outside Canada, it is strongly recommended that you obtain an evaluation of your credentials from a Canadian educational credential assessment service. If you have already completed such an assessment, please include the certificate of assessment as part of your application. If you have not done so, please use the International Qualifications Assessment Service (IQAS) to have your credentials evaluated. Further information on IQAS is available at: http://work.alberta.ca/Immigration/international-qualifications-assessment-service.html Please note that, in some cases, an offer of employment cannot be made until this assessment is complete.
$2,281.95 - $2,993.39 bi-weekly ($59,558 - $78,127 annually)
This is a temporary position for 12 months with a possibility of extension.
This competition will be used to fill a number of current and future vacancies. Candidates with lesser qualifications may be considered at a lower classification and salary.
The positing will remain open until suitable candidates are found.
Service Alberta Contact Centres
9515 - 107 Street
Edmonton, AB, T5K 2C1
Hours of work
36.25 hours per week
What we offer:
- Comprehensive benefits plan
- Pension plan: https://www.alberta.ca/pensions.aspx
- Leadership and mentorship programs
- Professional learning and development
- Positive workplace culture and work-life balance
Advantages for working for the Alberta Public Service
How to Apply
To apply online, users will be required to have an online account: https://www.alberta.ca/navigating-online-jobs-application.aspx
As only one file can be uploaded, please ensure your cover letter, resume and any other related documents are submitted in one file using the following suggested naming convention: Lastname,Firstname_JobID1057495
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements.
It is recommended that applicants who have obtained educational credentials from outside of Canada and have not had them previously assessed, obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)
It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
Tips for Applicants:
We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting, please contact Jagreet Uppal, TAS Administrator at e-mail: Jagreet.Uppal@gov.ab.ca. If this competition is closed as per the closing date noted above, please continue to check http://www.jobs.alberta.ca for a listing of current career opportunities with the Government of Alberta.