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Telephony Infrastructure Specialist

2 months ago

Kitchener, 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. And that's why we mean it when we say we put our people at the centre of everything we do.

Job Summary

The Telephony Infrastructure Specialist is a telephony, communications and contact center expert who focuses on call center infrastructure, business communication and other telephony platforms. The Telephony Infrastructure Specialist is responsible for supporting OTIP RAEO's contact center and unified communication solutions with a primary focus on the day-to-day support and operations.

Key Responsibilities

  • Support OTIP RAEO's telephony technical environment for OTIP RAEO's 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

  • 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.