Lead advanced engineering initiatives, guide design principles, and oversee prototyping and testing to deliver innovative solutions aligned with industry advancements.
Responsibilities
Collaborate with stakeholders to align requirements with current and future market needs
Guide on design principles to ensure feasibility, cost-effectiveness, and technical accuracy and lead conceptualization and development of innovative solutions aligned with industry advancements
Guide the creation and validation of solution specifications, ensuring alignment with business goals and recommended optimizations
Oversee prototyping and testing to ensure high-quality, functional prototypes that meet engineering standards
Direct technical integration, ensuring systems meet functional and performance criteria
Lead business-side testing for CCaaS workstream within a utility transformation program, coordinating scenario validation, execution, and readiness activities.
Compensation
Rate: $100/hour
Responsibilities
Lead business-side testing efforts for the CCaaS workstream
Ensure business is prepared for testing activities
Serve as primary testing subject matter expert
Define and operationalize business-centered test scenarios
Act as bridge between business teams, program leadership, QA/testing teams, and technical workstreams
Requirements
Nice to have: utilities industry experience
Nice to have: customer program transformation
Nice to have: contact center transformation
Nice to have: CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9
Nice to have: large matrixed multi-vendor program environments
Lead business-side testing for CCaaS workstream within a utility transformation program, coordinating scenario validation, execution, and readiness activities.
Compensation
Rate: $100/hour
Responsibilities
Lead business-side testing efforts for the CCaaS workstream
Ensure business readiness for testing activities
Serve as primary testing subject matter expert for business stakeholders
Define and operationalize business-centered test scenarios
Act as bridge between business teams, program leadership, QA/testing teams, and technical workstreams
Requirements
Nice to have: utilities industry experience
Nice to have: customer program transformation
Nice to have: customer operations transformation
Nice to have: CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9
Nice to have: large matrixed multi-vendor program environments
Support a contact center transformation initiative by gathering requirements, documenting processes, and shaping CCaaS solutions.
Compensation
Rate: $60-$70/hour
Responsibilities
Partner with business stakeholders, Contact Center Operations, Customer Experience teams, IT, and vendors to gather, analyze, and validate business requirements.
Elicit and document functional and non-functional requirements for CCaaS capabilities including voice, IVR, routing, digital engagement, agent desktop, reporting, and integrations.
Translate business needs into user stories, process maps, functional specifications, business rules, and acceptance criteria.
Support current-state and future-state analysis to identify process improvements and solution opportunities.
Document call flows, routing logic, queue structures, digital channel requirements, and operational use cases.
Requirements
Bachelor’s degree in Business, Information Technology, Computer Science, or a related field
Nice to have: Hands-on experience supporting CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9
Nice to have: Experience with CRM and enterprise integrations related to contact center platforms
Nice to have: Familiarity with contact center reporting, analytics, KPIs, workforce workflows, and customer journey analysis
Seeking a Real Time Analyst to serve as a central governance layer for live operations across multiple Lines of Business, focusing on forensic analysis and operational architecture.
The Solution Architect will lead the functional solution design for Salesforce Marketing Cloud Next (MC Next) across client engagements and act as the functional lead within the MC Next practice, combining marketing-platform fluency with data-architecture depth.
Locations (3)
Alberta, Canada
British Columbia, Canada
Ontario, Canada
Responsibilities
Lead functional solution design for MC Next grounded in its Data 360 foundation
Run discovery and design sessions with marketing operations, CRM, data, digital and compliance stakeholders
Design campaign and orchestration architecture using Flow-based orchestration, messaging data sources, and activation templates
Design consent and compliance into the platform aligned with CAN-SPAM, GDPR, and CASL
Define platform setup and governance including edition, entitlement, Data 360 provisioning, and Business Unit structure
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