Computer Services Officer 3 (Avaya Aura Contact Centre Spec., Telecom Infrastructure/Operations) - Jobs in Halifax, NS

Job Description

Department: Service Nova Scotia and Internal ServicesLocation: FlexibleType of Employment: PermanentUnion Status: NSGEU - NSPGClosing Date: 12/31/2021 (Applications are accepted until 11:59 PM Atlantic Time)About UsThe Nova Scotia Digital Service (NSDS) is a new organization within the government of Nova Scotia with a mission to change the way government interacts with citizens. Our team is large, diverse, and a leader in delivering client-focused digital services to departments within the Government of Nova Scotia, NS Health, IWK and the citizens of Nova Scotia.About Our OpportunityDo you thrive on new and innovative efforts that make a positive difference in people’s lives Are you one who moves beyond the status quo and has a track record of helping organizations adopt new, digital ways of doing business Do you want to be a part of a team focused on modernizing government through digital services If so, then you will want to be a part of our Telecom Infrastructure and Operations Team. Here is your chance to tell us what distinguishes you from others and how you would create value for the Government of Nova Scotia.Primary AccountabilitiesWe are looking for an Avaya Aura Contact Centre Specialist to join our Telecom Infrastructure and Operations Team who wants to help deliver on a digital technology strategy for the Province. We are interested in candidates who have a proven track record of results, are highly motivated and take an analytical approach to problem solving.You will be responsible for providing subject matter expertise in the delivery of Telephony services and Avaya Aura Contact Centre support as well as the underlying technology and infrastructure. You will provide the technical connection between key stakeholders and clients. You will advise of new technologies through evaluation and assessment, mapping them to the business requirements of our clients and making recommendations on implementation approaches and support training requirements.Primary Accountabilities ContdYou will also be responsible for the following:

• Enterprise Avaya Aura Contact Centre support for multiple client groups with discrete user requirements
• Ensure availability and security of Provincial PBX systems
• Represent NSDS in cross functional/cross departmental projects, including PBX Modernization, Hosted Cloud services and Contact Centre functionalities. Articulates project risks and timelines to leadership.
• Successfully drive projects through the various stages of the project lifecycle.

Work with different operational teams to refine, enhance and deliver a robust Telephony service.Qualifications and ExperienceTo be successful in this role, you will have a Bachelor of Science in Computer Science plus a minimum of 3 years of related experience, or graduation from a recognized Information Technology program, plus 3 years and 6 months related experience or an acceptable equivalent combination of training and experience maybe acceptable.In addition, you have depth of experience in the following areas:

• Contact centre workflows and skills-based routing; ACD experience; voicemail administration; inbound/outbound call routing, dial plans and class of service
• 3 + years practical experience administering enterprise PBX networks
• Knowledge of circuit provisioning, testing and troubleshooting
• Knowledge of WAN/LAN, SIP, QoS, Trunking and VoIP technologies
• Designing, planning, and executing infrastructure upgrades and platform consolidation

Qualifications and Experience ContdAssets

• Certifications in Avaya, Mitel and/or Cisco PBX systems administration
• Ability to communicating complex technical concepts to senior management, peers and users
• Coaching and mentoring staff on new processes and technologies
• Interpersonal skills with the ability to interact effectively with clients
• Experience working in a health care or public sector environment
• Experience supporting mission critical, enterprise environments, 24 x 7 x 365
• Knowledge of ITIL processes and standards

EquivalencyApplicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.BenefitsBased on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.Working ConditionsMay be required to work outside of normal business hours to provide service and be on-call for supported services outside of normal business hours, including weekends.Additional InformationOn October 6, 2021 the Government of Nova Scotia announced full vaccination will be a condition of employment for new staff being hired. View News ReleaseThis is a permanent, full-time position with a flexible location as the team works remotely and therefore can be physically located anywhere in the Province.What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.
• Department Specific Flexible working schedules.

Pay Grade: PR 14Salary Range: $2,488.52 - $3,030.25 Bi-WeeklyEmployment Equity Statement:Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link: Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.Quick Apply

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