Omni/telephony Administrator - Waterloo, Canada - Ontario Teachers Insurance Plan (OTIP)

Ontario Teachers Insurance Plan (OTIP)
Ontario Teachers Insurance Plan (OTIP)
Verified Company
Waterloo, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description
Company Description

Who We Are
With every job, there's always the question of "why". Why join a company? Why be part of their mission? Here, the why is easy. It's because at some point, we've all needed someone there for us.


At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day.

And that's why we mean it when we say we put our people at the centre of everything we do.

Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.


Job Description:


What You'll Do:

Reporting to the Manager, ITS, you'll focus on call center infrastructure, and business communication and other telephony platforms.

The core parts of your role will be to:

  • Support OTIP's telephony technical environment for OTIP's CCaaS and UCaaS platforms.
  • Troubleshoot and resolve technical issues related to contact center operations, escalating when necessary.
  • Manage daytoday operations of CCaaS, including user and script modifications.
  • Provide daytoday 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 OTIP's 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.
  • Collaborate with CCaaS and UCaaS vendors, and thirdparty providers to ensure effective integration, support contact center technologies and support the scheduling of upgrades.
  • Maintain and improve the design and configuration of OTIP's CCaaS and UCaaS solutions, including but not limited to IVR, ACD, call routing, telephony integrations, chat, text, voice recognition and biometrics.
  • Monitor and maintain OTIP's contact center and unified communication systems, ensuring reliability, scalability, and security.
  • Understand and participate in the integration between OTIP's CCaaS and UCaaS solutions with OTIP's other platforms.
  • Test configurations, workflows, and integrations to confirm quality, reliability, and efficiency of OTIP's 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.
  • Provide adhoc training to end users and ServiceDesk as required.
  • Document system configurations, integrations, and custom modifications.

Qualifications:


Let's Talk About You:


  • 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.
  • Handson experience with OTIP's CCaaS solution.
  • Prior experience and knowledge of CCaaS and CRM integrations.
  • Handson experience with OTIP's 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 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 CCaaS and UCaaS solutions. Support WFM team as needed for creation and generation of operational reporting.
  • Ability to effectively support webbased solutions to enhance contact center functionality and user experience.
  • Knowledge of API Testing, integrations, and cloudbased 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.
Additional Information

Some of the Perks We Offer:

We offer best-in-class 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 you'll 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)
  • Flexible workfromhome and hybrid
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