Telephony Infrastructure Specialist

4 days ago

Kitchener, Ontario, Canada OTIP RAEO Full time

About OTIP RAEO

At OTIP RAEO, we believe that our employees are the driving force behind our success. We strive to create an inclusive and supportive work environment where everyone feels valued and empowered to contribute their best work.

Job Description

Key Responsibilities:

The OMNI/Telephony Administrator is a critical member of our team, responsible for supporting our contact center and unified communication solutions. This role requires a strong technical background in telephony, communications, and contact center infrastructure. The successful candidate will be responsible for:

  • Supporting OTIP's telephony technical environment for CCaaS and UCaaS platforms.
  • Troubleshooting and resolving technical issues related to contact center operations, escalating when necessary.
  • Managing day-to-day operations of CCaaS, including user and script modifications.
  • Providing day-to-day second-level support to end users and ServiceDesk staff.
  • Working closely with various business and technology stakeholders to gather business and technical requirements needed to design, implement, and support OTIP's CCaaS and UCaaS solutions.
  • Assessing the performance of the CCaaS and UCaaS platforms and suggesting and implementing system enhancements when necessary.
  • Building and/or modifying call flows where necessary through collaboration with partners, business stakeholders, and OTIP Architects, including CCaaS and UCaaS vendors, and third-party providers to ensure effective integration, supporting contact center technologies while supporting the scheduling of upgrades.
  • Maintaining and improving the design and configuration of OTIP's CCaaS and UCaaS solutions, including but not limited to IVR, ACD, call routing, telephony integrations, chat, text, voice recognition, and biometrics.
  • Monitoring and maintaining OTIP's contact center and unified communication systems, ensuring reliability, scalability, and security.
  • Understanding and participating in the integration between OTIP's CCaaS and UCaaS solutions with OTIP's other platforms.
  • Testing configurations, workflows, and integrations to confirm quality, reliability, and efficiency of OTIP's CCaaS and UCaaS solutions, and resolve technical challenges related to integrated platforms.
  • Collaborating with the Manager, ITS in the management of carriers connections and service levels.

Requirements:

To be successful in this role, you will need:

  • 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'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. 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.

What We Offer:

We offer a competitive salary and benefits package, including a defined benefit pension plan, comprehensive group benefits, and opportunities for professional development and growth. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

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