Senior Analyst and System Administrator, Unified Communications

August 31

Apply Now

Receive Emails with Similar Jobs

EQ Bank | Equitable Bank

WebsiteLinkedInAll Job Openings

EQB Inc. (formerly Equitable Group Inc.) trades on the Toronto Stock Exchange (TSX: EQB and EQB$1. .$1

Lending • Mortgages • Residential Lending • Commercial Lending • Reverse mortgages

1001 - 5000

Description

• Supports the contact center platform and the enterprise voice telephony platforms as an administrator for configuration, operations, and maintenance relative to daily operations and project related activities/deployments. • Extensive experience in contact center management and operations, with a technical background and understanding of how cloud based CCaaS contact center solutions are set up and configured. • Analyze and understand customer needs with a view to recommending and determining efficient solutions and assist in implementing appropriate processes and technologies related to both the contact center and other unified communications functions. • Handle internally assigned support tickets that are complex and larger in scope, as well as creating tickets with the telecom vendors and carriers to resolve service issues. • Monitor and resolve incident and problem tickets as they relate to Unified Communications issues. • Support and configure and implement scheduled changes. • Monitor and identify system capacity and performance issues to ensure continuous seamless operation of all telephony applications. • Actively monitor license subscriptions and allocations to ensure accuracy of associated chargebacks. • Coordinate and schedule application patches, upgrades etc. with vendors and LOBs and assist in testing as required. • Collaborate with business stakeholders to assess need for any application/campaign reconfigurations, make recommendations, and implement. • Collaborate with vendors to review business stakeholder requirements. • Design, test and implement telephony initiatives in a resourceful manner. • Maintain and update appropriate documentation for telephony applications. • Monitor and measure performance efficiently with regards to Service Level Agreements and Key Performance Indicators. • Manage multiple concurrent projects and ensure implementation meets business requirements. • Plan, schedule and report project & support activities efficiently and timely. • Maintain and support call recording, WFO suite, monitoring, and reporting of telephony applications. • Maintain and support Omnichannel streams on the CCaaS platform. • 24x7 system support, including on-site and remote management as the need arises. • Provide rotational on-call support outside of regular business hours. • Provide guidance, mentorship and support to the team members.

Requirements

• 10+ years’ work experience within IT infrastructure, Unified Communications, and telecom • Proven, extensive contact center experience including PBX, ACD, IVR, skill-based routing, PowerShell scripting, reporting, enterprise voice solutions, CCaaS and supporting CCaaS functions such as WFM/WFO, Speech Analytics, Call Recording, QM, Omnichannel, Voice Biometrics • Proven relationship building across business units, within a financial services company is an asset • Proven strong team player, with the ability to work with cross-functional internal support as well as external support, actively managing vendor partners deliverables • Experience working in a high volume, transaction-based business where excellence in customer service is paramount and capacity, time-sensitivity and mission critical processes are integral parts of the technology delivery system • A positive problem-solver in fixing application related issues • Strong interpersonal, communication, collaboration, and relationship management abilities with the capability to work at and across different levels of the organization • Hands-on and performance-driven – understands the objective and moves quickly to achieve the desired end state • Familiarity and usage of JIRA tools (Scrum, spint, KANBAN) considered a strong asset • Agile project management knowledge is considered an asset but not required • Five9 CCaaS administration (IVR & IVA scripting) considered a strong asset • Five9 Studio 6/7 administration (for Chatbots) is considered a strong asset • Google Dialogflow experience is considered a strong asset