The Role

The Senior Telecommunications & Contact Centre Support Analyst is responsible for ensuring the ongoing 24/7 operations of Voice System, Contact Centre, Digital Signage, Back Office Call Recording Platforms, Fax over IP solution and Readerboard/Wallboard solution for Contact Centre by providing the most effective service. Duties include: monitoring systems, providing timely responses to queries and alarms and working with vendors to effectively support the Tangerine production environment and proactively make recommendations for system enhancements and performance. This role has responsibility to ensure that systems and applications are compliant according to Tangerine compliance and address all security vulnerabilities. This role also creates and maintains documentation for call flows for back-office Voice System, procedures, systems configuration and all communication line details. This position will report directly to the Senior Manager, Telecommunications and Contact Centre Solutions.

Some of the Key Accountabilities include:

• Administer and respond to inquiries on: AudioCodes Session Board Controller and Media pack; Skype for Business Enterprise Voice; Microsoft Teams Voice; Call recording Platforms (AudioCodes SmartTap and ASC); Poly meeting rooms solution for audio and video conferencing; Fax over IP solution; PRIs, SIP trunks, Toll-free Numbers and DIDs; Digital Signage solution; Readerboard/Wallboard solution for contact centre & Contact centre phones deployment and troubleshooting (Poly VVX)
• Good experience with Genesys Contact Centre platform (IVR, Inbound, Outbound, Reporting, e-Services, Dialer, Call recording and Logs Analysis)
• Assist the contact center team on Genesys platform (pure connect on premises and cloud)
• Good experience with Microsoft Teams
• Administer and Document Skype for Business Enterprise Voice platform and Response Groups
• Administer, configure and document Skype call recording and Teams call recording platforms
• Administer, configure, upgrade, document and maintain Fax over IP solution
• Document and maintain Digital Signage and Contact Center Readerboard solution
• Responsible for maintaining ongoing security patches for all supported systems ensuring on-time resolution of vulnerabilities according to Tangerine compliance
• Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution
• Create and maintain telecommunication procedures, checklists and documentation. Ensure workflows and voice communication line detailed information is current
• Provide timely response to queries, Helpdesk tickets/requests and reports/escalates issues relating to the Telecommunications infrastructure
• Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems
• Provide support to IT Development initiatives in matters relating to Telecommunications
• Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance
• Assist in the planning and implementation stages of relevant Telecommunication projects
• Executive support for Tangerine departments in their individual communication events when required
• Manage Telecommunication system performance, capacities and utilization through planning monitoring and tuning
• Maintain and Monitor SIP Trunk and PRI circuits
• Configure, Upgrade, Document, Maintain and manage Audiocodes and SBC/MP gateways
• Deploy, support and prepare documentation for Poly meeting room solution
• Should be able to work on site at least 3 days per week

What You Will Bring to Succeed:

• University or College Degree in Computer/Electrical Engineering or related subject
• Minimum 5 years of work experience with Telecommunications, Telephony and Contact Centre systems
• Experience with the Genesys Contact Centre Platform
• Well-versed with Audio Codes Gateway/Session Boarder Controller and Media Packs
• Experienced with Poly Real Presence, Poly VVX phones, Poly RealConnect
• Planning and configuration of Skype for Business phones experience
• Configure, deploy and manage MS Teams devices experience
• MS Teams Telephony experience
• Voice call recording and call routing, Digital Signage and Content display experience
• Networking and VOIP technologies, Hands-on experience with SIP solutions experience
• Migration experience from Skype to Teams is nice to have

The team:

Our Tangerine Cloud Operation Team is responsible for building and operating Cloud based solutions (on-premise & Public Cloud), supporting Tangerine’s 24x7 internal and client-facing applications.

The role:

Reporting to the Director, Infrastructure, you will administer the Operation of Tangerine’s cloud platform; develop & implement standardized Operational practices and ensure that applications and services are deployed in accordance with such practices.

You will be a part of a dedicated team of Cloud Operation professionals in a flexible working environment, including flexible opportunities to work both remotely and in an office location.

In this role, you will be expected to provide rotational 24x7, on-call support & rotational after-hours project deployments in the evenings or weekends.

Is this role right for you?

• You are eager to explore emerging technologies in Cloud and Kubernetes space that relate to Tangerine’s needs and implement those technologies in Hybrid environments.
• You can work to support all (both Production and non-Production) Cloud platform environments and applications.
• You are ready to install, configure, upgrade, capacity plan, optimize, operate, and troubleshoot Services and Applications on Kubernetes clusters (on premise/Cloud).
• You are keen to establish and maintain High Availability, Business Continuity, and Disaster Recovery processes for supported platforms and applications.
• You thrive at ensuring that the systems and platforms under your care are safe and security compliant to safeguard the trust of your clients.
• You excel at identifying opportunities to automate processes and implement best practices.
• You take pride in your depth of knowledge and experience with configuring, installing, and operating the Kubernetes platform.
• You are motivated to ensure that platforms and applications under your care are optimized for performance and Operational resilience.

Do you have the skills that will enable you to succeed in this role?

• You possess solid communication (verbal/written) skills to convey technical information to both technical and non-technical audiences. Furthermore, you also have good interpersonal skills to build relationships with internal and external business partners and vendors.

• You have at least 8+ years of progressive hands-on technical working experience with Operational Support in a real-time client-facing environment.
• You have at least 2+ years of hands-on technical working experience in supporting Cloud Operations (GCP preferred) in real-time Production Environments running business-critical workloads.
• You have at least 3+ years of hands-on technical working experience in supporting real-time Operational Kubernetes environments.
• You must have hands-on technical working experience in the administration and configuration of Anthos on-premise and/or GCP.
• You must have hands-on technical working experience in the administration of Anthos Service Mesh (ASM) and Anthos Config Management (ACM)/Istio.
• You have at least 3+ years of hands-on technical working experience in writing scripts and code to automate processes.
• You have at least 3+ years of hands-on technical working experience with administering Linux and/or UNIX operating systems.
• You have at least 3+ years of hands-on technical working experience in supporting Client-facing real-time business critical systems (e.g., financial services, healthcare, retail).
• You can demonstrate a proven ability to work with and implement DevOps concepts.
• You have hands-on technical working experience in integrating with job scheduling tools in a hybrid cloud environment.
• You possess excellent critical thinking skills and the ability to troubleshoot complex technical issues.
• You can adapt to working in a fast-paced, collaborative team environment.
• You must have attention to detail and a commitment to delivering high-quality results.
• Completion of a post-secondary education in Computer Science, Engineering or in a related technology-based stream.

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.