Systems Specialist Uccc

3 weeks ago

Waterloo, Canada Equitable Life of Canada Full time

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.

**Position Title**: Systems Specialist, Unified Communications & Contact Centre

**Reports To**: Manager, IT End User Services

**Department**: IT

**Term**: Permanent Full-Time

**Work Arrangements**: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.

**The Opportunity**: Equitable Life is growing We are looking to add a Systems Specialist, Unified Communications & Contact Centre to our Corporate IT team

The Systems Engineer, Unified Communications & Contact Center (UC/CC) is responsible for the overall platform design, implementation, operations, and success of the company’s unified communications (telephony) and contact center systems.
This role requires a blend of strong technical acumen and outstanding customer service capabilities to ensure optimal delivery of needs that more specifically include: design, implementation and operational management of the company’s telephony networks, unified communications, and contact center systems; business systems analysis and consulting related to UC/CC; capacity and demand planning and network optimization; project delivery and support for shared infrastructure systems; active management of incidents and problems; preventative maintenance and monitoring; system lifecycle and asset management, and; network key performance indicators.

Come join one of Waterloo Region’s top employers for 2023

**What you will be doing**:

- Design, implementation, and management of the company’s enterprise UC/CC systems and platforms
- Provide supplemental operations and management support for basic data networking tasks such as routine installs, moves, adds and changes
- Infrastructure and business systems project delivery
- Implement and manage UC/CC systems and services to ensure the effective uptime and capacity to meet a 24x7 business systems infrastructure
- Develop and implement customer experience / contact center technologies and the best practices usage thereof
- Set UC/CC operations and management controls, processes, policies, and standards for the Company based on industry standards, best principles and commonly applied good practices
- Continuous improvement, automation and innovation in the management and delivery of UC/CC operations and practices
- Ensure UC/CC infrastructure is managed to meet necessary security, performance, capacity, demand and availability requirements
- Establish, monitor and meet key performance indicators in support of IT infrastructure and Company operational metrics
- Support response to UC/CC and shared infrastructure platform incidents (including highly critical, performance impacting) and problems
- Accountable to IT governance activities and processes inclusive of Change Advisory Board and Technology Governance Committee and actively participate in IT infrastructure, architecture, and services community
- Support asset, vendor, and financial management activities related to UC/CC systems
- Perform other duties as required

**What you will bring**:

- Post-secondary technical or business diploma and/or equivalent working experience
- Minimum five (5) years in IT
- Two (2) years in a UC/CC technical capacity
- Technical certifications for contemporary enterprise UC/CC solutions.
- ITIL v3 Foundations certification a strong asset
- Strong knowledge and experience designing and managing an enterprise-grade UC/CC system
- Strong knowledge and experience designing and managing contact center capabilities, call recording, workforce enablement, and multimedia integration
- Foundational/strong knowledge and experience in network convergence (voice/data/video)
- Strong knowledge of and experience with enterprise UC/CC systems management processes and practices including monitoring, scripting, automation, and maintenance
- Foundational/strong knowledge and experience with customer experience and contact center technologies, trends and capabilities, with ability to lead the business in new solution design and implementation
- Foundational/strong knowledge and experience managing and implementing business technology resiliency / high-availability designs and operations
- Strong knowledge and experience with cloud-based UC/CC systems (UCaaS / CCaaS), workload shifting, workforce management, and productivity and collaboration systems
- Foundational knowledge and experience with basic data networking capabilities to support installs, moves, adds and changes
- Foundational understanding of

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