Our Information Technology department is seeking a Telecommunications Specialist to join our team.
What You Will Do:
This role has responsibilities that include, but are not limited to:
Work with the Telecom team to Implement, Maintain and Support the AVAYA AURA Telephony system and corresponding adjunct applications
Review and understand business processes, provide consulting services to clients, and recommend voice and contact center services and technology solutions that will meet business needs.
Assist with research, planning, and design of voice services and contact center systems to address business needs.
Assist with vendor selection, planning, installation, testing, and implementation of Telecom systems and contact center technologies including Avaya Communication Manager Upgrade, Call Management System, Unified Communications, Voicemail, Call Recording, Interactive Voice Response System (IVR), Computer Telephony Integration (CTI), Speech Recognition, Quality/Performance Monitoring, Speech Analytics, Predictive Dialer, Workforce Management, Call Detail Recording, and Call Back Assist.
Assist with reviewing, planning, developing, documenting, testing, and executing Telecom disaster recovery plans
Perform daily administration and support of moves, adds, and changes (MACs) specific to voice and contact center systems.
Provide technical support for triaging level 1 telecom tickets
Perform changes or upgrades to voice systems, hardware components and software configurations following accepted IT change management policies and procedures
Perform service order administration and management of carrier services, monthly billing reviews, and internal cost allocation/recovery of telecom charges.
Provide training assistance and technical support to clients for voice systems and contact center services.
Maintain internal Telecommunications procedures and documentation to reflect additions and changes to system hardware, software, and network configurations.
Monitor and perform routine telecommunications health checks to ensure system capacity, performance, and availability are maintained at required service levels.
Provide effective change management by assessing change requests, identifying risks, and ensuring integrity and security of voice systems and services are maintained at all times.
Maintain and/or acquire knowledge and skills relating to Telecommunications systems and contact center technologies through professional groups, vendor forums, training, trade publications, and personal contacts.
Occasionally, travel to satellite offices and stores for client meetings, system installations or upgrades when required.
Provide emergency after-hours and weekend on-call support on a rotational basis.
Escalate system or service issues to the Manager, Voice and Data Services as required.
Who You Are:
Degree in Computer Science/Electrical Engineering/certified Telecommunications Management program is preferred, and/or equivalent work experience
At least 5 years of work experience with Telecommunications systems, contact center applications, and carrier voice systems and network services
Must have excellent knowledge on Avaya Contact Center and ACD Programming skill
Must have strong working knowledge/expertise on AVAYA AURA, Communication Manager, Session Manager, Session Border Controller, Avaya Aura Messaging, Avaya Aura Contact Center (AACC), Workforce Optimization (WFO), Aspect Workforce Management (WFM), Call Back Functionalities,
Strong working knowledge and experience with carrier voice service offerings (1FL, T1, DS1, DS3, ISDN BRI/PRI, MPLS, SIP, local and toll-free services/features)
Working knowledge and experience with IVR, speech recognition, speech analytics, Performance/Quality Management, and predictive dialing systems
Solid knowledge of VoIP, SIP, H.323, G.711, G.729, G.722, RTP, RTCP, UDP and TCP/IP networking protocols
Strong technical, analytical, project management, time management, and problem solving skills.
Excellent verbal, written, interpersonal communication with customer facing experience essential
Professional knowledge of Microsoft Office 2016 suite, Office-365, and Skype for Business
Ability to be flexible and understand a wide range of Telecommunications and IT concepts, practices, and procedures
Must be able to manage multiple assignments and tasks
Nice To Have:
Solid knowledge of wiring standards, cabling systems/components
Good understanding and knowledge of converged networking, infrastructure, and services (IP v4 and v6 addressing, subnets, VLAN, QoS, DHCP, DNS)
Basic networking certification i.e. CompTIA, CCNA, etc.
What's In It For You:
Annual bonuses and merit increases
3 weeks vacation
Flexible benefit plan
Defined Contribution Pension
Complimentary CAA Membership
Get ready to drive your career forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results.
We are caring. We are leaders. we are innovators. We are collaborative.
We work hard and play hard. We're about doing what's right, and feeling good about it.
Please note : Internal applicants are asked to formally express their interest by applying online no later than 10 business days of position being posted.
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA Club Group will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.