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As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.\n\n\nWith a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.\n\n **About the Role**\n\n\nAs a Senior Platform Engineer, you will play a crucial role in designing, implementing, and maintaining our cloud-native infrastructure. You'll leverage your extensive experience with the different Cloud Providers, Kubernetes, CI/CD, and Infrastructure as Code to drive technical excellence and innovation. 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As an award\\-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting\\-edge technology, agile thinking, and a people\\-first culture.\n\n\nWith a global team across North America, South America, Central America, Europe, and APAC, we offer end\\-to\\-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data \\& AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA \\& Test Engineering.\n\n### **About the Role**\n\n\nWe're looking for a **Senior AI Integration Engineer** to serve as the AI \"power\\-up\" for our team. You're not a research scientist, but an expert in leveraging existing AI/ML models and platforms to solve real\\-world business problems. You will be responsible for integrating AI capabilities, building and maintaining data pipelines, and understanding the practical applications of generative AI and other models to drive innovation with a founder/startup mentality.\n\n### **Key Responsibilities:**\n\n \n\n* AI Integration Expertise: Proven experience selecting and integrating appropriate AI models from platforms like Hugging Face, OpenAI, or Vertex AI. You're skilled in prompt engineering and crafting effective API calls to achieve specific business objectives.\n* Bias for Action: You're a doer who prioritizes tangible outcomes over perfection. You take full ownership of a solution, from initial concept to a deployed, production\\-ready state.\n* Rapid \\& Innovative Problem\\-Solving: You can quickly dissect complex problems, identify root causes, and formulate pragmatic, creative solutions under pressure.\n* Data \\& Systems: You have experience building robust data pipelines for cleaning, processing, and feeding data to AI models. You can also think holistically about a system and how an AI solution will fit within it.\n* Ethical \\& Communicative: You have a strong awareness of ethical implications and potential biases in AI. You can clearly and concisely articulate complex technical concepts and the rationale behind your decisions to both technical and non\\-technical audiences.\n **Qualifications:** \n\n* AI Platform Expertise: Hands\\-on experience integrating and deploying pre\\-trained AI models. 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The ideal candidate will have a strong understanding of cloud Infrastructure and Platform concepts and understanding of cloud computing principles and provider’s offerings, as well as excellent customer service skills. The role will also require the ability to work closely with Product Engineers, SMEs and Managers as part of a global team. 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As an award\\-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting\\-edge technology, agile thinking, and a people\\-first culture.\n\n\nWith a global team across North America, South America, Central America, Europe, and APAC, we offer end\\-to\\-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data \\& AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA \\& Test Engineering.\n\n### **About the Role**\n\n \n\nWe are seeking a dynamic and communicative Contact Center AI Engineer to join our team. In this role, you will work closely with our contact center operations team to deploy and customize AI copilots for various use cases within contact center environments. You will be responsible for writing technical requirements, mapping customer needs, and conducting light integrations with contact center applications. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders.**This is a hybrid position, required** **to work a minimum of 3 days a week** **on site****.** **Responsibilities**\n\n* Partner with contact center operational leads to translate contact center operational needs into scalable AI copilot solutions.\n* Mapping customer requirements into clear technical specifications for low\\-code or API\\-based integrations.\n* Conduct hands\\-on integrations and API configurations with CRMs, telephony systems, case management tools, and data mapping to tailor AI copilots for specific contact center use cases.\n* Design and document technical requirements and data flows to guide development and ensure seamless integration with contact center platforms.\n* Serve as a trusted advisor and local evangelist for AI\\-driven contact center solutions, delivering demos, workshops, and stakeholder briefings.\n* Provide prompt engineering and optimization support to refine AI copilot responses and enhance customer interactions.\n* Stay abreast of emerging trends in generative AI, conversational AI, and contact center technologies, proactively identifying opportunities for innovation.\n* Bridge communication between technical teams, operations leaders, and client stakeholders to ensure solutions deliver measurable business outcomes.\n* Develop training materials, user guides, and knowledge assets to drive adoption and empower end\\-users.\n* Track and analyze solution performance metrics, generating insights and recommendations for ongoing improvement.\n* Act as a brand ambassador, promoting our solutions internally and externally to build excitement and drive market success.\n\n**Requirements:**\n\n* Flexibility to work a minimum of 3 days a week on site.\n* Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related 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As an award\\-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting\\-edge technology, agile thinking, and a people\\-first culture.\n\n\nWith a global team across North America, South America, Central America, Europe, and APAC, we offer end\\-to\\-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data \\& AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA \\& Test Engineering.\n\n### **About the Role**\n\n \n\nWe are seeking a dynamic and communicative Contact Center Technical Business Analyst to join our team. In this role, you will work closely with our Data Engineers to deploy and customize CX tools for various use cases within contact center environments. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders. You will be responsible for writing technical requirements and map customer needs, identifying ways to improve tool adhesion and experience. This is a hybrid position, required to work a minimum of 3 days a week on site. **Responsibilities:*** Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future contact center solutions\n* Analyze and document business requirements for contact center teams, translating them into technical specifications for low\\-code tool customization\n* Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements\n* Configure AI\\-based applications, including support for Prompt Engineering and report analysis\n* Stay up\\-to\\-date with emerging trends in Generative AI and their potential applications in contact center environments\n* Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients\n* Act as a liaison between technical teams, operations managers, and end\\-users to ensure solutions meet business needs and operational metrics\n* Conduct training sessions and create documentation to support the adoption of new tools and processes\n* Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data\\-driven insights\n* Leverage visualization tools and dashboards to represent data and insights\n* Promote our products internally, motivating staff and convincing consumers of their value\n\n **Requirements:*** Flexibility to work a minimum of 3 days a week on site.\n* Bachelor's degree in Business Administration, Information Systems, or a related field\n* 3\\+ years of experience in business analysis, preferably in a technology\\-driven environment\n* Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences\n* Strong analytical and problem\\-solving skills\n* Proven ability with prompt engineering and generative AI tools and chatbots\n* Ability to quickly learn and adapt to new technologies and methodologies\n* Experience in project management and stakeholder engagement\n* Strong interpersonal skills with a talent for building relationships across various levels of an organization\n\n **Preferred Qualifications:*** Experience working in or with contact centers\n* Understanding of key contact center metrics and operations management principles\n* Advanced skills in prompt engineering, including concepts such as zero\\-shot, few\\-shot, chain\\-of\\-thoughts, and others.\n* Previous experience as a product evangelist or in a similar role promoting technology solutions\n* Certification in business analysis (e.g., CBAP, PMI\\-PBA) or relevant project management certifications\n* Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)\n* Experience with agile methodologies\n\n **What Sets You Apart:*** Passion for technology and its potential to transform business operations\n* Ability to think like an operations manager while communicating technical concepts\n* Enthusiasm for public speaking and giving presentations\n* Adaptability to work in a fast\\-paced, evolving technology landscape\n* Commitment to continuous learning and staying ahead of industry trends\n\n **What’s in it for you?*** Educational support: Udemy for Business\n* \"Work\\-life balance\" culture and flexible schedule\n* Support global projects in a multicultural environment","price":"Negotiable Salary","unit":"per year","currency":null,"company":"Indeed","language":"en","online":1,"infoType":1,"biz":"jobs","postDate":"1758733645000","seoName":"contact-center-technical-business-analyst","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":1,"cardType":null,"action":"https://pe.ok.com/en/city-niepos/cate-engineering-network/contact-center-technical-business-analyst-6383790667533112/","localIds":null,"cateId":null,"tid":null,"logParams":{"tid":"8b46f46c-9f5a-490a-8da7-6e5151ba98c4","sid":"035fc0a5-55bb-4165-9d79-53f62168359f"},"attrParams":{"summary":null,"highLight":["Deploy and customize CX tools","Promote solutions to stakeholders","Support global projects in multicultural environment"],"employment":[{"icon":"https://sgj1.ok.com/yongjia/bkimg/8hvituaa__w72_h72.webp","name":"Job Type","value":"Full-time","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/is8j0f44__w72_h72.webp","name":"Workplace type","value":"Onsite","unit":null},{"icon":"https://sgj1.ok.com/yongjia/bkimg/ji66qqr0__w72_h72.webp","name":null,"value":"Tolón,Cajamarca","unit":null}]},"addDate":1758733645900,"categoryName":"Engineering - 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