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Programmer Analyst V — Ad # 6363
North Vancouver
This is an exciting opportunity to work closely with management and staff to develop information solutions that support ICBC’s lines of business. This position supports the quality call monitoring application and functions and related contact centre applications. The successful candidate must possess the necessary IT telephony systems and applications support technical discipline in enterprise platforms for contact centre and voice technologies. Furthermore the candidate must be self-motivated, organized have good communications and technical writing skills and be able to work outside of normal hours of operation as required.
Your responsibilities will also include:
- Evaluates and determines client and technology requirements, and develops program /system specifications. Designs complex program modules and/or oversees the development of computer programs, ensuring flexible, integrated systems.
- Acts as project leader on large scale computer programming projects. Determines project scope and requirements, and develops plans. Monitors the design, development, testing, and implementation phases to ensure programming, operations and systems standards are followed. Assigns, reviews, and checks the work of junior staff. Provides training and input into performance appraisals.
- Provides senior level technical consultation, advice and support to division staff and clients on issues related to computer programming and the resolution of complex technical problems. Identifies, develops and ensures compliance with technical standards and guidelines.
- Works cooperatively with corporate departments and various external agencies to identify, evaluate and make recommendations on software applications and development tools. Participates in developing strategies to ensure the effective integration of new technologies.
The successful candidate will have knowledge and relevant experience in the following areas:
- Good business knowledge of contact centre functions - call routing, customer relationship management, quality monitoring, real-time adherence, and reporting.
- Working knowledge of contact centre hardware infrastructure including MS Windows servers, Sun Solaris servers, Nortel PBX, Nortel Symposium, Nortel call pilot, and be familiar with application software such as Genesys, iView, iFrame, Nuance Speech recognition, CCPulse, and Crystal Reports.
- Working knowledge and experience in applications and systems administration in at least one or more of the following environments: Windows Server, Sun Solaris, Windows desktop, Nortel PBX, Genesys CTI, or Periphonics IVR.
As a valued member of the ICBC team, you’ll thrive in a performance-driven environment that emphasizes employee leadership and accountability for delivering results. Anticipate a competitive salary, comprehensive benefits and a challenging work environment.
ICBC is a welcoming, equal opportunity employer, and invites applications from all qualified candidates.