IT Infrastructure Services 4

Alberta Health Services (AHS) is seeking an experienced Contact Centre expert for the role of Senior Systems Analyst - Communication & Collaboration Technologies (CCT). This is an integral position within Alberta Health Services’ emerging Communication & Collaboration Technologies department with a demanding scope focused on the consolidation and modernization of existing call centre environments. Aligned with the organizational priorities of AHS, the successful candidate will be an integral part of implementing contact centre as a service (CCAS) at AHS - based on the vision of "Quality Care Anytime Anywhere". You also will have the opportunity to be involved with the mobile communication system that CCT supports provincially at AHS. The position is a key technical role reporting to the Manager, Communication & Collaboration Technologies, Unified Communication Services. It's an exciting time to be a part of Alberta Health Services (AHS) which has recently been recognized as one of the best places to work in Canada (one of Canada's Top 100 Employers) - a strong endorsement of the care provided to Albertans by our staff, physicians and volunteers every day.

As a Senior Systems Analyst - CCT supporting CCAS delivery, you will engineer, implement, enhance, and operate AHS enterprise multi-channel contact centre solutions including the development/testing of automation and support solutions. You’ll help AHS continuously drive innovation within the contact centre space while providing a best-in-class client experience. You will draw on your ability to work with technology to help develop systems, programs and applications and provide the required support in a large enterprise environment. You will assist in analyzing client needs and establishing what direction the development process should take. You will plan, prioritize and coordinate work to deliver on the commitments made in line with the objectives to be achieved. You will assist in implementing development solutions or fixes, for which the ability to manage complexity is critical. You will be called on to interact with stakeholders working in complementary technology fields. Daily activities supporting CCAS for users in AHS would include program and support of all aspects of the contact center and third-party applications, and integration into key business applications. Installation, troubleshooting, and configuration of contact center infrastructure. Maintain integrity of the Genesys architecture including application, server operating system and hardware updates and patches. Assist in analyzing client needs and establishing the direction the development process should take. Serve as a system advisor, coach for clients and various stakeholders with a focus on post-deployment enhancements. Provide feedback on the planning, prioritizing and coordination of the work as described above. Work closely with suppliers and internal partners.

Bachelor's degree in a related field. Minimum of two years of relevant experience. Experience with Genesys technology is essential. Experience with JSON, XML, and RESTful Web Services. Solid understanding of Windows Server 2019 and newer, and Redhat Enterprise Linux 7.4 and newer. Knowledge of MS SQL Server 2019 and newer. Experience with ServiceNow. ITIL Foundation Certification.

Ability to participate in on-call rotation. Troubleshooting Experience with AudioCodes Session Border Controllers and Edge devices. 5+ years of direct contact centre support/deployment experience in a large and complex unified communications environment. Advanced level knowledge of collaboration technology principles, tools and methodologies. Expertise in MS Office suite. Broad knowledge of I.T. functions. Understanding of the alignment between business requirements and I.T. solutions from a provincial level. Ability to anticipate internal and external business and stakeholder needs. Excellent analytical, problem solving and critical thinking. Excellent negotiation and conflict resolution skills across multiple stakeholder groups with competing requirements and objectives. Excellent written and oral communication skills; able to communicate effectively at all levels of the organization including at the executive level. Proven experience as a senior resource on projects, including demonstrated ability and comfort with decision making, coaching and mentoring. Proven ability to foster relationships and partnerships with highly complex internal and external stakeholders.

5+ years of direct support/deployment of Genesys contact centre solutions in a healthcare environment. Professional level certifications on Genesys solutions, with a focus on Genesys Cloud. Professional level certifications Microsoft servers and virtual environment operating systems. Professional level certifications on Red Hat operating systems. Experience in a health services or public sector environment is desirable.