OMNI Telephony Administrator

What Youll Do:

Reporting to the Manager Information Technology Services youll be the subjectmatter expert in telephony unified communications and contactcenter technologies. This role is responsible for the daytoday support configuration and optimization of OTIPs CCaaS and UCaaS platforms while also contributing to projects involving the design implementation and enhancement of communication solutions that support business operations.  

The core parts of your role will be to: 

• Support OTIPs telephony technical environment for OTIPs CCaaS and UCaaS platforms.
• Troubleshoot and resolve technical issues related to contact center operations escalating when necessary.
• Manage day-to-day operations of CCaaS including user and script modifications.
• Provide day-to-day second level support to end users and ServiceDesk staff.
• Work closely with various business and technology stakeholders to gather the business and technical requirements needed to design implement and support OTIPs CCaaS ans UCaaS solutions.
• Assess the performance of the CCaaS and UCaaS platforms and suggest and implement system enhancements when necessary.
• Build and/or modify 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 support contact center technologies while supporting the scheduling of upgrades.
• Maintain and improve the design and configuration of OTIPs CCaaS and UCaaS solutions including but not limited to IVR ACD call routing telephony integrations chat text voice recognition and biometrics.
• Monitor and maintain OTIPs contact center and unified communication systems ensuring reliability scalability and security.
• Understand and participate in the integration between OTIPs CCaaS and UCaaS solutions with OTIPs other platforms.
• Test configurations workflows and integrations to confirm quality reliability and efficiency of OTIPs CCaaS and UCaaS solutions and resolve technical challenges related to integrated platforms.
• Collaborate with the Manager ITS in the management of carriers connections and service levels.
• Manage OTIPs eFax SaaS faxing solution.
• Provide ad-hoc training to end users and ServiceDesk as required.
• Document system configurations integrations and custom modifications.
• Keep up to date with industry trends and best practices.

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 and UCaaS solutions.
• Hands-on experience with OTIPs CCaaS solution: NICE.
• Prior experience and knowledge of CCaaS and CRM integrations.
• Hands-on experience with OTIPs 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 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 :

Salary Range:

This position offers a competitive salary within a range of $76279 to $104939 along with rewarding bonuses that recognize your dedication.

At the OTIP Group of Companies (OGC) we value transparency and take multiple factors into account when determining your starting salary including your skills experience and alignment with the role as well as internal equity while positioning you for continued growth and recognition over time.

Some of the Perks We Offer:

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

• 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

Recruitment Process:

Please note that we do not currently use artificial intelligence (AI) in our recruitment process and this position is being posted to fill an existing vacancy.

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.

Lets work together! If you are interested in this opportunity please apply online.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time