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OMNI/Telephony Administrator

4 months ago

Waterloo, Canada OTIP RAEO Full time

Company Description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

The OMNI/Telephony Administrator is a telephony, communications and contact center expert who focuses on call center infrastructure, business communication and other telephony platforms. The OMNI/Telephony Administrator is responsible for supporting OTIP’s contact center and unified communication solutions with a primary focus on the day-to-day support and operations. This role will also contribute to internal projects as needed, during which the focus will be on the design, customization, implementation, and optimization of CCaaS (Contact Centre as a Service) and UCaaS (Unified Communications as a Service) solutions.

Reporting to the Manager of Information Technology Services, you’ll be responsible for:

Supporting OTIP’s telephony technical environment for OTIP’s 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 the business and technical requirements needed to design, implement, and support OTIP’s CCaaS ans 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.

Qualifications

Let’s Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

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.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

Rewarding salary and bonuses that truly value your dedication Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day Defined benefit pension plan for a financially confident retirement 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario) Access to a wealth of learning resources, including LinkedIn Learning for professional development Flexible work-from-home and hybrid options Unlock your potential with opportunities for advancement

Let’s work together If you are interested in this opportunity, please  apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals.