Voice Analyst
2 weeks ago
A career Voice Analyst (VoIP) t at National Bank means participating in the transformation to have a direct impact on the client. Reporting to the IT Telecommunications Management Director, your role is to provide a constant effort in terms of quality delivery, both operation and project, to all of our internal business lines.
**Your job**
- Perform MACD on Telecommunications infrastructure (Telephony, Fax, etc.) and implementation of customer requests.
- Monitor the availability and capacity of voice services, follow up on incidents/problems, their resolutions, provide cause analyzes to define patches to be applied and implement them in operational mode.
- Interact with suppliers to resolve the causes of incidents and manage activities according to internal service level agreements (SLAs)
- Produce operational reports and Improve monitoring and management tools.
- Provide Level 3 support on VoIP infrastructure, Interface with different vendors to resolve complex issues as needed.
- Provide on-call operational level support for all aspects of the VoIP infrastructure.
- Work in collaboration with VoIP Architect who overlook all projects and provides recommendations.
**Your team**
You will act within a team of 14 people and will have to collaborate with various technical experts to understand and assess the IT needs of the organization and its initiatives in order to contribute to operations and projects.
**Prerequisite**:
- Bachelor's degree related to the sector of activity and/or minimum of 5 years of relevant experience
- Good VOIP experience (Cisco Suite: Call Manager, CUC/CER, Expressway, CUBE, WebEx, Microsoft Teams, AudioCodes, etc.)
- Background in network routing/switching and firewall is required. Deep knowledge of IP networks
- Strong background in SIP protocol
- Know the collaboration tools (chat, video, fax, peripherals such as headphones, etc.)
- Good Knowledge of scripting languages to perform automation task
- French and English bilingualism (spoken/written) necessary, because you will regularly deal with a unilingual English-speaking clientele
- CCNA certification is an asset
- Excellent ability to work in complex environments and to assimilate complex technological concepts
**Your benefits**
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
- Health and wellness program, including many options
- Flexible group insurance
- Generous pension plan
- Employee Share Ownership Plan
- Employee and Family Assistance Program
- Preferential banking services
- Opportunities to get involved in community initiatives
- Telemedicine service
- Virtual sleep clinic
These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.
**We're putting people first**
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.
Come live your ambitions with us
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