Telephony Engineer

5 days ago

Toronto, Ontario, Canada Zurich Insurance Company Full time
Job Title: Telephony Engineer

We are seeking a highly skilled Telephony Engineer to join our global technology team at Zurich Insurance Company. As a Telephony Engineer, you will play a critical role in supporting the organisation's communication infrastructure and ensuring the smooth operation of our telephony systems.

Key Responsibilities:
  • Provide escalated technical support, troubleshooting, and fault rectification of high-level technical issues related to voice/telephony and network services.
  • Act as an interface between the organisation and suppliers/vendors/carriers regarding high-level technical voice issues.
  • Provide administration, maintenance, monitoring, and upgrades of the telephony systems.
  • Support the creation, testing, and implementation of scripts.
  • Support the creation and administration of call workflows.
  • Handle support requests and day-to-day activities by liaising with business units, other IT teams, and vendor partners.
  • Support the definition of product and technical requirements in collaboration with the business and technology partners.
Requirements:
  • Experience with Genesys and Genesys Cloud, Call Scripting & Call flows.
  • Hands-on experience on Voice Gateways and networking, favourable skills in supporting (MPLS, SDWAN, Firewall rule management, and VPNs).
  • Sound knowledge on protocols like VoIP, SIP, H.323, SDP.
  • Experience working with data analytics, AI, and automation.
  • Hands-on experience with contact centre application and in supporting a mission-critical contact centre environment.
  • Comfortable using Microsoft Teams or other similar collaboration and meeting applications with strong written and verbal communication skills.
  • Possess a Bachelor's degree in Telecommunications, Information Technology, or related field (or equivalent experience).
  • Excellent problem-solving skills and the ability to diagnose and resolve technical issues.
  • Excellent communication skills to collaborate with colleagues and stakeholders.
Why Choose Us?

We value optimism, caring, togetherness, reliability, and determination. We have more than 1500 employees worldwide, and we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals. We share a global mission to look after travellers at every step of their journey.

We offer a competitive medical insurance package and company-matching pension contributions. We respect who you are and thoroughly embrace diversity. So, whatever walk of life you wander, just be you and come as you are.

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work policy offers employees flexibility and work-life balance with 3 days a week in the office and 2 working from home. This is an extremely exciting time for us at Zurich Insurance Company, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities, and a supportive work environment that encourages growth.

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