Telephony Administrator
Telephony Administrator
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Job Description
What Youll Do:
The Telephony Administrator is a telephony communications and contact center expert who focuses on call center infrastructure business communication and other telephony platforms. The Telephony Administrator is responsible for supporting Orbits contact center and unified communication solutions with a primary focus on the daytoday 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) solutions.
Reporting to the Manager of Information Technology Services youll be responsible for:
- Supporting Orbits Nice CXOne telephony technical environment
- Troubleshooting and resolving technical issues related to contact center operations escalating when necessary.
- Managing daytoday operations including user and script modifications.
- Providing daytoday 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 Orbits NICE CXone environment.
- Assessing the performance of the Nice CXoneand suggesting and implementing system enhancements when necessary.
- Building and/or modifying call flows where necessary through collaboration with partners business stakeholders vendors and thirdparty providers to ensure effective integration supporting contact center technologies while supporting the scheduling of upgrades.
- Maintaining and improving the design and configuration of Orbits telephony solutions including but not limited to IVR scripting ACD call routing telephony integrations web chat SMS & email.
- Monitoring and maintaining Orbits contact center and unified communication systems ensuring reliability scalability and security.
- Testing configurations workflows and integrations to confirm quality reliability and efficiency Nice CXone and resolve technical challenges related to platforms.
- Collaborating with the Manager ITS in the management of carriers connections and service levels.
Qualifications :
Lets 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 solutions.
- Experience with Nice CXone required.
- Working knowledge of SIP trunking.
- Prior experience and knowledge of CCaaS and CRM integrations.
- 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 problemsolving 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 Nice CXone. Support WFM team as needed for creation and generation of operational reporting.
- Handson experience with Microsoft Teams as UCaaS is asset.
- Ability to effectively support webbased solutions to enhance contact center functionality and user experience.
- 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.
- French Spoken would be a big Asset
We also consider your potential. If you know you have what it takes to do the job but your experience doesnt 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 bestinclass 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 youll love working here:
- Rewarding salary and bonuses that truly value your dedication
- Industryleading 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 workfromhome and hybrid options
- Unlock your potential with opportunities for advancement
Lets 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. We thank all applicants for their interest; however only candidates selected for an interview will be contacted.
Remote Work :
Yes
Employment Type :
Contract
Employment Type
Remote
