Telephony Infrastructure Specialist

14 hours ago

Waterloo, Ontario, Canada OTIP RAEO Full time

About OTIP RAEO

At OTIP RAEO, we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. We put our people at the centre of everything we do.

Job Description

Key Responsibilities:

  • Support OTIP RAEO's telephony technical environment for CCaaS and UCaaS platforms.
  • Troubleshoot and resolve technical issues related to contact center operations, escalating when necessary.
  • Manage day-to-day operations of CCaaS, including user and script modifications.
  • Provide day-to-day second-level support to end users and ServiceDesk staff.
  • Work closely with various business and technology stakeholders to gather the business and technical requirements needed to design, implement, and support OTIP RAEO's CCaaS and UCaaS solutions.
  • Assess the performance of the CCaaS and UCaaS platforms and suggest and implement system enhancements when necessary.
  • Build and/or modify call flows where necessary through collaboration with partners, business stakeholders, and OTIP RAEO Architects, including CCaaS and UCaaS vendors, and third-party providers to ensure effective integration, supporting contact center technologies while supporting the scheduling of upgrades.
  • Maintain and improve the design and configuration of OTIP RAEO's CCaaS and UCaaS solutions, including but not limited to IVR, ACD, call routing, telephony integrations, chat, text, voice recognition, and biometrics.
  • Monitor and maintain OTIP RAEO's contact center and unified communication systems, ensuring reliability, scalability, and security.
  • Understand and participate in the integration between OTIP RAEO's CCaaS and UCaaS solutions with OTIP RAEO's other platforms.
  • Test configurations, workflows, and integrations to confirm quality, reliability, and efficiency of OTIP RAEO's CCaaS and UCaaS solutions, and resolve technical challenges related to integrated platforms.
  • Collaborate with the Manager, ITS in the management of carriers connections and service levels.

Requirements

Let's Talk About You:

  • A degree or diploma, preferably in Computer Science, Information Systems Management, or similar discipline; supported by experience in telephony support and management.
  • 2+ years of experience supporting and configuring CCaaS and UCaaS solutions.
  • Hands-on experience with OTIP RAEO's CCaaS solution.
  • Prior experience and knowledge of CCaaS and CRM integrations.
  • Hands-on experience with OTIP RAEO's UCaaS solution: Microsoft Teams.
  • Ability to understand, build, and modify call flows.
  • Ability to implement against test scripts to confirm quality, reliability, and efficiency of technologies.
  • Highly analytical individual with advanced problem-solving skills and strong attention to detail.
  • Ability to generate innovative and valuable ideas to contribute to business solutions.
  • Proficient in generating comprehensive performance and usage reports on CCaaS and UCaaS solutions. Support WFM team as needed for creation and generation of operational reporting.
  • Ability to effectively support web-based solutions to enhance contact center functionality and user experience.
  • Knowledge of API Testing, integrations, and cloud-based solutions.
  • Proficient in the use of automated testing methodologies.
  • Ability to identify, assess, and mitigate potential risks, ensuring security, compliance, and resilience of the contact center infrastructure.
  • Experience with agile development methodologies.
  • Excellent verbal and written communication skills.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn't exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

  • We offer best-in-class pension and benefits, total reward programs, and comprehensive mental wellness supports to set you up for every success in and outside of work.
  • We offer rewarding salary and bonuses that truly value your dedication.
  • We offer industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day.
  • We offer a defined benefit pension plan for a financially confident retirement.
  • We offer 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario).
  • We offer access to a wealth of learning resources, including LinkedIn Learning for professional development.
  • We offer flexible work-from-home and hybrid options.
  • We offer opportunities for advancement.

Let's work together If you are interested in this opportunity, please apply online.

OTIP RAEO and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable, and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals.

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