Systems Specialist Uccc - Waterloo, Canada - Equitable Life of Canada

Equitable Life of Canada

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential.

Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff.

Join Equitable Life today.

Position Title:
Systems Specialist, Unified Communications & Contact Centre

Reports To:
Manager,
IT End User Services

Department:

IT

Term:
Permanent Full-Time

Work Arrangements:

We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.

The Opportunity:
Equitable Life is growing We are looking to add a Systems Specialist, Unified Communications & Contact Centre to our Corporate
IT team

The Systems Engineer, Unified Communications & Contact Center (UC/CC) is responsible for the overall platform design, implementation, operations, and success of the company's unified communications (telephony) and contact center systems.

This role requires a blend of strong technical acumen and outstanding customer service capabilities to ensure optimal delivery of needs that more specifically include: design, implementation and operational management of the company's telephony networks, unified communications, and contact center systems; business systems analysis and consulting related to UC/CC; capacity and demand planning and network optimization; project delivery and support for shared infrastructure systems; active management of incidents and problems; preventative maintenance and monitoring; system lifecycle and asset management, and; network key performance indicators.

Come join one of Waterloo Region's top employers for 2023

What you will be doing:

Design, implementation, and management of the company's enterprise UC/CC systems and platforms
Provide supplemental operations and management support for basic data networking tasks such as routine installs, moves, adds and changes
Infrastructure and business systems project delivery
Implement and manage UC/CC systems and services to ensure the effective uptime and capacity to meet a 24x7 business systems infrastructure
Develop and implement customer experience / contact center technologies and the best practices usage thereof
Set UC/CC operations and management controls, processes, policies, and standards for the Company based on industry standards, best principles and commonly applied good practices
Continuous improvement, automation and innovation in the management and delivery of UC/CC operations and practices
Ensure UC/CC infrastructure is managed to meet necessary security, performance, capacity, demand and availability requirements
Establish, monitor and meet key performance indicators in support of
IT infrastructure and Company operational metrics
Support response to UC/CC and shared infrastructure platform incidents (including highly critical, performance impacting) and problems
Accountable to
IT governance activities and processes inclusive of Change Advisory Board and Technology Governance Committee and actively participate in
IT infrastructure, architecture, and services community
Support asset, vendor, and financial management activities related to UC/CC systems
Perform other duties as required

What you will bring:

Postsecondary technical or business diploma and/or equivalent working experience
Minimum five (5) years in
IT
Two (2) years in a UC/CC technical capacity
Technical certifications for contemporary enterprise UC/CC solutions.
ITIL v3 Foundations certification a strong asset
Strong knowledge and experience designing and managing an enterprisegrade UC/CC system
Strong knowledge and experience designing and managing contact center capabilities, call recording, workforce enablement, and multimedia integration
Foundational/strong knowledge and experience in network convergence (voice/data/video)
Strong knowledge of and experience with enterprise UC/CC systems management processes and practices including monitoring, scripting, automation, and maintenance
Foundational/strong knowledge and experience with customer experience and contact center technologies, trends and capabilities, with ability to lead the business in new solution design and implementation
Foundational/strong knowledge and experience managing and implementing business technology resiliency / highavailability designs and operations
Strong knowledge and experience with cloudbased UC/CC systems (UCaaS / CCaaS), workload shifting, workforce management, and productivity and collaboration systems
Foundational knowledge and experience with basic data networking capabilities to support installs, moves, adds and changes
Foundational understanding of