Analyst, Telephony and Systems

3 months ago

Boucherville, Canada Rona Inc. Full time

**By joining the Rona Inc. family, you’ll enjoy many benefits, such as**:

- A fitness centre, sports activities, and showers
- A childcare centre that can accommodate up to 78 children
- A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
- Exclusive employee discounts, plus a 10% discount on store merchandise (at all Rona Inc. locations)
- Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
- Flexible hours and remote working
- Electric car charging stations
- Career growth opportunities within the company
- An inclusive and safe working environment
- Promotion of work-life balance
- An employer that’s involved in the community
- And much more

At RONA, over 26,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 450 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA, Lowe’s, Reno-Depot, and Dick’s Lumber banners are always looking for dedicated employees to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So if you’re looking to do what you love, we could be perfect for each other.

**Workplace**:
Our head office being located in Boucherville, on the South Shore of Montreal, we know that some of our employees are concerned by the roadwork being carried out in the Louis-Hippolyte-La Fontaine tunnel. That’s why we stood up an in-house advisory committee and implemented new work policies that provide our teams with even more flexibility, no matter where they live. Whether it’s working from home or having flexible hours - when a role requires employees to be physically present at the office -, we are constantly revaluating our practices to provide the best possible work environment to our employees.

**Our expectations**:
Under the Manager, Technology - IT Telecom & Telephony, the telephony and systems Analyst documents, communicates Telephony user’s and Call Center’s needs to the technical team and supports users when solutions are being put in production.

**Your role**:
In Stores, Warehouses and Administrative Support Centers:

- Document Telephony and IVR needs for Store, Warehouse and Admin centers for new and updated deployments;
- Clearly Communicate requirement to technical teams for configuration;
- Coordinate Changes with team;
- Manage Users documentation (cheat sheets);
- Manage communications with all parties while migrating a site;
- Manage receptionist’s requirements;
- Remain available to technical support team in order to help them understand Users requirements.

Call Centers:

- Maintain a privileged relationship with Call Center’s Managers;
- Document and obtain approval for requirements requests from Call Centers (including voice prompts transcripts);
- Transfer requirements to technical team for configuration;
- Train Call Center agents on UC app;
- Support cut-overs in Call Centers;
- Maintain and manage Holidays configurations.

General:

- Remain available to technical support team for understanding users requirements;
- Maintain knowledge base for Technical Ops level 1 and 2;
- Work in close relationship with Project Managers;
- Do external line service analysis and propose updates;
- Do Phone number ports (DID);
- Work with our external telecom partners.

**The qualifications we are looking for**:

- University degree and/or equivalent related experience;
- 5 to 8 years of experience as an IP Telephony Analyst;
- 2 to 3 years of experience as a Telephony Analyst in Call Centers;
- People oriented, able to interact efficiently with users and managers;
- Capacity to share ideas and alternatives;
- Problem resolution abilities;
- Well organized;
- Work under pressure;
- Teamwork is a must;
- Have the ability to popularize and communicate knowledge;
- Ability to adapt to changes;
- Able to work outside of regular hours, on occasions;
- Organized and care for details;
- Good knowledge of MsOffice tools including Teams.

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