Telephony Administrator

Job Title: Telephony Administrator

Location: Waterloo, ON (Hybrid)

Estimated Duration: Fulltime

JOB TITLE: OMNI / Telephony Administrator
 

Principal Responsibilities:

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

Qualifications:

1. A degree or diploma, preferably in Computer Science, Information Systems Management, or similar discipline; supported by experience in telephony support and management.
2. 2+ years of experience supporting and configuring CCaaS and UCaaS solutions.
3. Hands-on experience with CCaaS solution: NICE.
4. Prior experience and knowledge of CCaaS and CRM integrations.
5. Hands-on experience with UCaaS solution: Microsoft Teams.
6. Ability to understand, build, and modify call flows. 
7. Ability to implement against test scripts to confirm quality, reliability, and efficiency of technologies.
8. Highly analytical individual with advanced problem-solving skills and strong attention to detail.
9. Ability to generate innovative and valuable ideas to contribute to business solutions.
10. 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.
11. Ability to effectively support web-based solutions to enhance contact center functionality and user experience.
12. Knowledge of API Testing, integrations, and cloud-based solutions.
13. Proficient in the use of automated testing methodologies.
14. Ability to identify, assess and mitigate potential risks, ensuring security, compliance and resilience of the contact center infrastructure.
15. Experience with agile development methodologies.
16. Excellent verbal and written communication skills.

Working Conditions:

1. Remote / Hybrid work arrangement.