Telephony Engineer

1 week 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 be responsible for providing escalated technical support, troubleshooting, and fault rectification of high-level technical issues related to voice/telephony and network services.

Key Responsibilities:
  • Provide technical support and troubleshooting for voice/telephony and network services
  • Act as an interface between the organisation and suppliers/vendors/carriers regarding high-level technical voice issues
  • Administer, maintain, monitor, and upgrade 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 with Voice Gateways and networking, favourable skills in supporting MPLS, SDWAN, Firewall rule management, and VPNs
  • Sound knowledge of protocols like VoIP, SIP, H.323, SDP
  • Experience working with data analytics, AI, and automation
  • Hands-on experience with contact centre applications and 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
  • 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 a global mission to look after travellers at every step of their journey. Our hybrid work policy offers employees flexibility and work-life balance with 3 days a week in the office and 2 working from home. We encourage you to take the time you need, when you need it. We offer regular vacation leave, along with anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme. We respect who you are and thoroughly embrace diversity.

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