Telephony Expert

2 weeks ago

Waterloo, Ontario, Canada OTIP RAEO Full time
About OTIP RAEO
As a leading provider of benefits support and service, we are committed to delivering exceptional value to our clients. Our team is dedicated to creating an inclusive and accessible work environment where everyone can thrive.

About the Role
We are seeking a highly skilled Telephony Expert to join our team. As a key member of our IT department, you will be responsible for supporting and configuring CCaaS (Contact Centre as a Service) and UCaaS (Unified Communications as a Service) solutions. This role requires strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced environment.

Key Responsibilities
  • Support and configure OTIP'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 requirements needed to design, implement, and support OTIP's CCaaS and UCaaS solutions.
  • Assess the performance of the CCaaS and UCaaS platforms and suggest system enhancements when necessary.
  • Build and/or modify call flows through collaboration with partners, business stakeholders, and OTIP Architects, ensuring effective integration and support for contact center technologies.
  • Maintain and improve the design and configuration of OTIP's CCaaS and UCaaS solutions, including IVR, ACD, call routing, telephony integrations, chat, text, voice recognition, and biometrics.

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.

What We Offer
As a valued member of our team, you can expect a competitive salary range of $80,000 - $110,000 per year, depending on experience. In addition to a rewarding salary, we offer best-in-class pension and benefits, total reward programs, and comprehensive mental wellness supports to ensure your overall well-being. You will also have access to industry-leading group benefits, a defined benefit pension plan, and opportunities for advancement and professional growth.

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