Analyst, Unified Communications - Toronto, Canada - EQ Bank | Equitable Bank

EQ Bank | Equitable Bank

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Join a Challenger
Being a traditional bank just isn't our thing.

We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking.

Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you're not afraid of taking on big challenges and redefining the future, you belong with us. You'll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing) family.

Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years.

Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members.

Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.

Our EQ Bank platform ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

**_

The Work_**The Analyst and System Administrator, Unified Communications supports the contact center platform and the enterprise voice telephony platforms as an administrator for configuration, operations, and maintenance relative to daily operations and project related activities/deployments.

The core parts of your role would be to:

Responsible for handling internally assigned support tickets, as well as creating tickets (support and change) with the telecom vendors and carriers to resolve service issues
Monitor and resolve incident and problem tickets as they relate to Unified Communications issues
Support and configure and implement scheduled changes
Actively monitor license subscriptions and allocations to ensure accuracy of associated chargebacks
Collaborate with vendors to review business stakeholder requirements
Design, test and implement telephony initiatives in a resourceful manner
Monitor and measure performance efficiently with regards to (internal) Service Level Agreements and Key Performance Indicators
Manage multiple concurrent projects and ensure implementation meets business requirements
Plan, schedule and report project & support activities efficiently and timely
Maintain and support Omnichannel streams on the CCaaS platform including new deployments, change requests and incident management as required.
24x7 system support, including onsite and remote management as the need arises
Provide rotational oncall support outside of regular business hours

Let's Talk About You:

25 years' work experience within IT infrastructure, Unified Communications, and telecom
Proven, extensive contact center experience including PBX, ACD, IVR, skillbased routing, PowerShell scripting, reporting, enterprise voice solutions, CCaaS and supporting CCaaS functions such as WFM/WFO, Speech Analytics, Call Recording, QM, Omnichannel, Voice Biometrics
Proven relationship building across business units, within a financial services company is an asset
Proven team player, with the ability to work with crossfunctional internal support as well as external support, actively managing vendor partners deliverables
Experience working in a high volume, transactionbased business where excellence in customer service is paramount and capacity, timesensitivity and mission critical processes are integral parts of the technology delivery system
Strong interpersonal, communication, collaboration, and relationship management abilities with the capability to work at and across different levels of the organization
Handson and performancedriven understands the objective and moves quickly to achieve the desired end state
Project management knowledge is considered an asset but not required

What we offer [For full-time permanent roles]
\uD83D\uDCB0 Competitive discretionary bonus

Market leading RRSP match program

\uD83E\uDE7A Medical, dental, vision, life, and disability benefits

\uD83D\uDCDD Employee Share Purchase Plan

\uD83D\uDC76\uD83C\uDFFD Maternity/Parental top-up while you care for your little one

\uD83C\uDFDD Generous vacation policy, personal days and even a moving day

\uD83D\uDDA5 Virtual events to connect with your fellow colleagues

\uD83C\uDF93 Annual professional development allowance and a comprehensive Career Development program

\uD83D\uDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank's additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thriv