Telephony Infrastructure Specialist

1 week ago

Kitchener, Ontario, Canada OTIP RAEO Full time

About the Role

The OMNI/Telephony Administrator is a key member of our IT team, responsible for supporting and maintaining our contact center and unified communication solutions. This role requires a strong technical background in telephony, communications, and contact center infrastructure.

Key Responsibilities

  • Support and troubleshoot technical issues related to contact center operations, including CCaaS and UCaaS platforms.
  • Manage day-to-day operations of CCaaS, including user and script modifications.
  • Provide second-level support to end users and ServiceDesk staff.
  • Collaborate with business and technology stakeholders to gather requirements for design, implementation, and support of CCaaS and UCaaS solutions.
  • Assess and suggest system enhancements to improve performance and efficiency.
  • Build and modify call flows through collaboration with partners, business stakeholders, and OTIP Architects.
  • Maintain and improve the design and configuration of OTIP's CCaaS and UCaaS solutions.
  • Monitor and maintain contact center and unified communication systems for reliability, scalability, and security.
  • Understand and participate in the integration between OTIP's CCaaS and UCaaS solutions with other platforms.
  • Test configurations, workflows, and integrations to confirm quality, reliability, and efficiency.

Requirements

  • 2+ years of experience supporting and configuring CCaaS and UCaaS solutions.
  • Hands-on experience with OTIP's CCaaS solution.
  • Prior experience and knowledge of CCaaS and CRM integrations.
  • Hands-on experience with OTIP'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.
  • 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.

About OTIP RAEO

At OTIP RAEO, we believe that our employees are the key to our success. We offer a comprehensive benefits package, including best-in-class pension and benefits, total reward programs, and comprehensive mental wellness supports. We are committed to creating an accessible and inclusive work environment where everyone is treated with respect and dignity.

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