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OMNI/Telephony Administrator - Jobs in Waterloo region

Ontario Teachers Insurance Plan
Job LocationWaterloo region
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract

Job Description

Job DescriptionWhat You’ll Do:The OMNI/Telephony Administrator is a telephony, communications and contact center expert who focuses on call center infrastructure, business communication and other telephony platforms. The OMNI/Telephony Administrator is responsible for supporting OTIP’s contact center and unified communication solutions with a primary focus on the day-to-day support and operations.This role will also contribute to internal projects as needed, during which the focus will be on the design, customization, implementation, and optimization of CCaaS (Contact Centre as a Service) and UCaaS (Unified Communications as a Service) solutions.Reporting to the Manager of Information Technology Services, you’ll be responsible for:

  • Supporting OTIP’s telephony technical environment for OTIP’s CCaaS and UCaaS platforms.
  • Troubleshooting and resolving technical issues related to contact center operations, escalating when necessary.
  • Managing day-to-day operations of CCaaS, including user and script modifications.
  • Providing day-to-day second level support to end users and ServiceDesk staff.
  • Working 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.
  • Assessing the performance of the CCaaS and UCaaS platforms and suggesting and implementing system enhancements when necessary.
  • Building and/or modifying call flows where necessary through collaboration with partners, business stakeholders and OTIP Architects, including CCaaS and UCaaS vendors, and third-party providers to ensure effective integration, supporting contact center technologies while supporting the scheduling of upgrades.
  • Maintaining and improving 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.
  • Monitoring and maintaining OTIP’s contact center and unified communication systems, ensuring reliability, scalability, and security.
  • Understanding and participating in the integration between OTIP’s CCaaS and UCaaS solutions with OTIP’s other platforms.
  • Testing 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.
  • Collaborating with the Manager, ITS in the management of carriers connections and service levels.

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