OMNI/Telephony Operations Specialist

2 weeks ago


Kitchener, Ontario, Canada OTIP RAEO Full time

Job Summary

The OMNI/Telephony Administrator will play a crucial role in supporting and optimizing our contact center and unified communication solutions at OTIP RAEO. Reporting to the Manager of Information Technology Services, this position will be responsible for:

  • Ensuring the technical environment for contact center and unified communication platforms is stable and efficient.
  • Troubleshooting and resolving technical issues related to contact center operations to minimize downtime and maximize productivity.
  • Managing day-to-day operations of contact center solutions, including user and script modifications to meet business requirements.
  • Collaborating with stakeholders to gather business and technical requirements to inform solution design and implementation.
  • Designing and implementing call flows to enhance efficiency and customer experience.
  • Monitoring and maintaining contact center and communication systems to ensure optimal performance.
  • Testing configurations and integrations to confirm quality and reliability.
  • Collaborating with the management of carrier connections and service levels to ensure seamless communication.

Requirements

To be successful in this role, the ideal candidate will have:

  • A degree or diploma in Computer Science or a related field.
  • At least 2 years of experience in supporting contact center and unified communication solutions.
  • Knowledge of contact center and CRM integrations.
  • Experience with Microsoft Teams and other unified communication platforms.
  • Ability to analyze and improve call flows to meet business objectives.
  • Strong problem-solving skills and attention to detail to ensure technical issues are resolved efficiently.
  • Proficiency in generating performance reports and supporting web-based solutions.
  • Knowledge of API testing and cloud-based solutions.
  • Experience with agile development methodologies.
  • Excellent communication skills to collaborate effectively with stakeholders.


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