System Analyst, Customer Technology

Designated office:

Eastlink

6080 Young Street

Halifax, NS

This position is:

100% in office reporting to the designated office.

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia.  We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most.  Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

The Customer Technology department, a key part of Information Technology (IT), focuses on evaluating both potential and existing applications and software. Their primary goal is to implement technical solutions that enhance the customer experience while simultaneously delivering cost savings and value to the organization.

This position is accountable for the administration, maintenance and analysis of all Contact center technology, systems and applications including but not limited to IVR, ACD, inbound and outbound campaigns, Click to Chat, AI powered tools, Reporting Platforms, Workforce management and call recording software. 

Responsibilities:

• Support the routing of Voice, Chat, SMS, email, and AI bot interactions by planning, designing, and implementing interaction call flow maps, application scripting, menu design, and customer messaging on the Contact center solution for Customer care and any other departments using the IVR system
• Analyze and tune performance of AI powered customer facing tools and agent assist tools to ensure
• optimal performance
• Develop, design, and create skills-based routing and call control tables for all applications within the ACD including Customer Care, AR and other corporate departments using the ACD.
• Assist operational contact center staff and triaging and addressing individual agent issues with PCs and logins as required, and coordinating with IT on resolutions
• Manage and maintain call recording and analytics application to ensure it meets the operational needs
• Monitor uptime and support restoration of all Customer Care technology applications, and Coordinate and support outage management activity for all Customer Care technology, and act as the first point of contact for any system issues within the contact center and any other departments sharing the technology
• Work with other departments including corporate IT, Telephone Network operations or the NOC as needed to resolve technology issues and restore customer care technology
• Administer user profiles within all Contact center technology and assist, as needed, other departments to do the same.
• Work with application vendors, IT, and engineering to apply patches and perform upgrades to Contact center applications as needed by the business or recommended by the vendor
• Ensure all contact center technology system and process documentation is created and kept current

Requirements: 

• Diploma or undergraduate degree in Information Technology / Computer Science, Engineering Technologies, Sciences, or related field. Preferred graduate certificate in IT Programming for Artificial Intelligence (AI)
• Approximately 2 years of relevant experience with:
  • Object oriented programming
  • Application maintenance
• Knowledge of contact center procedures would be an asset

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.  

Get your careers started with us and stay with us, your journey begins here!