Senior Telecommunications & Contact Centre Support Analyst – Tangerine

Job title:

Senior Telecommunications & Contact Centre Assist Analyst – Tangerine

Firm

Scotiabank

Job description

Requisition ID: 195683Tangerine is Canada’s main direct financial institution. We provide versatile and accessible banking choices, progressive merchandise, and award-winning Consumer service. The explanation why Tangerine staff come to work every day is to assist Canadians reside higher lives. We give attention to making a distinction in our communities, and that features our personal inside neighborhood. It is necessary to us that our staff really feel empowered and smitten by belonging to our Orange tradition.The CrewAs Canada’s main digital financial institution, Tangerine Expertise is on the coronary heart of all the things we do. We’ve got redefined what digital banking is, and we proceed to evolve to sort out any alternative and face each problem by means of progressive know-how and the facility of collaboration. Do you want new challenges? Are you prepared to achieve new heights in your profession and turn into a part of a longtime disruptor? In that case, come be part of us and assist redefine the Canadian banking panorama! The IT division helps the group in these essential areas: Finish-Person Technical Assist, Desktop Administration, Community Administration, Voice and Knowledge Communications, Contact Centre, Enterprise and Net Functions and Strategic Technical Planning.The FunctionThe Senior Telecommunications & Contact Centre Assist Analyst is chargeable for making certain the continued 24/7 operations of Voice System, Contact Centre, Digital Signage, Again Workplace Name Recording Platforms, Fax over IP answer and Readerboard/Wallboard answer for Contact Centre by offering the simplest service. Duties embody: monitoring techniques, offering well timed responses to queries and alarms and dealing with distributors to successfully help the Tangerine manufacturing setting and proactively make suggestions for system enhancements and efficiency. This function has accountability to make sure that techniques and purposes are compliant based on Tangerine compliance and deal with all safety vulnerabilities. This function additionally creates and maintains documentation for name flows for back-office Voice System, procedures, techniques configuration and all communication line particulars. This place will report on to the Senior Supervisor, Telecommunications and Contact Centre Options.A few of the Key Accountabilities embody:

• Administer and reply to inquiries on: AudioCodes Session Board Controller and Media pack; Skype for Enterprise Enterprise Voice; Microsoft Groups Voice; Name recording Platforms (AudioCodes SmartTap and ASC); Poly assembly rooms answer for audio and video conferencing; Fax over IP answer; PRIs, SIP trunks, Toll-free Numbers and DIDs; Digital Signage answer; Readerboard/Wallboard answer for contact centre & Contact centre telephones deployment and troubleshooting (Poly VVX)
• Good expertise with Genesys Contact Centre platform (IVR, Inbound, Outbound, Reporting, e-Providers, Dialer, Name recording and Logs Evaluation)
• Help the contact heart workforce on Genesys platform (pure join on premises and cloud)
• Good expertise with Microsoft Groups
• Administer and Doc Skype for Enterprise Enterprise Voice platform and Response Teams
• Administer, configure and doc Skype name recording and Groups name recording platforms
• Administer, configure, improve, doc and preserve Fax over IP answer
• Doc and preserve Digital Signage and Contact Middle Readerboard answer
• Accountable for sustaining ongoing safety patches for all supported techniques making certain on-time decision of vulnerabilities based on Tangerine compliance
• Guarantee techniques are being backed up and validate if errors happen, guarantee well timed response for decision
• Create and preserve telecommunication procedures, checklists and documentation. Guarantee workflows and voice communication line detailed data is present
• Present well timed response to queries, Helpdesk tickets/requests and reviews/escalates points regarding the Telecommunications infrastructure
• Put together, consider or facilitate coaching to common and technical employees on Telecommunication techniques
• Present help to IT Improvement initiatives in issues regarding Telecommunications
• Preserve vendor relationships to successfully help our environments and proactively makes suggestions for techniques enhancements and efficiency
• Help within the planning and implementation levels of related Telecommunication initiatives
• Government help for Tangerine departments of their particular person communication occasions when required
• Handle Telecommunication system efficiency, capacities and utilization by means of planning monitoring and tuning
• Preserve and Monitor SIP Trunk and PRI circuits
• Configure, Improve, Doc, Preserve and handle Audiocodes and SBC/MP gateways
• Deploy, help and put together documentation for Poly assembly room answer
• Ought to be capable of work on website a minimum of 3 days per week

What You Will Convey to Succeed:

• College or Faculty Diploma in Laptop/Electrical Engineering or associated topic
• Minimal 5 years of labor expertise with Telecommunications, Telephony and Contact Centre techniques
• Expertise with the Genesys Contact Centre Platform
• Nicely-versed with Audio Codes Gateway/Session Boarder Controller and Media Packs
• Skilled with Poly Actual Presence, Poly VVX telephones, Poly RealConnect
• Planning and configuration of Skype for Enterprise telephones expertise
• Configure, deploy and handle MS Groups units expertise
• MS Groups Telephony expertise
• Voice name recording and name routing, Digital Signage and Content material show expertise
• Networking and VOIP applied sciences, Palms-on expertise with SIP options expertise
• Migration expertise from Skype to Groups is good to have

Location(s): Canada : Ontario : TorontoAt Tangerine we worth the distinctive abilities and experiences every particular person brings to the workforce, and are dedicated to creating and sustaining an inclusive and accessible setting. For those who require lodging in the course of the recruitment and choice course of, please let our Recruitment workforce know.

Anticipated wage

Location

Toronto, ON

Job date

Wed, 20 Mar 2024 01:49:35 GMT

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