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Systems Engineer, Telecom Services

Job Description
Systems Engineer, Telecom Services – Permanent 
 
 
The Systems Engineer, Telecom Services will be responsible for all aspects involved in supporting and ensuring optimal performance/reliability of company’s telecommunications infrastructure.

What You Will Be Doing as a Systems Engineer, Telecom Services:  
 
  • Ensure efficient and effective call routing, agent workflows, and customer experiences.
  • Proactively review and support the configuration of existing deployments to ensure alignment with technical and business requirements.
  • Continually assess system performance and implement improvements to enhance efficiency, reliability, scalability
  • Maintain correct and up-to-date technical documentation related to configurations, processes, and procedures, including system configurations, call flows, IVR scripts, and other relevant information.
  • Develop agent training documentation for consistent and effective onboarding and ongoing skill development.
  • Prepare monthly metrics reports to provide insights into performance, key performance indicators (KPIs), and customer satisfaction levels.
  • Stay updated on industry best practices and emerging technologies related to contact center operations and customer experience.
  • Configure, implement using ITIL best practices within the enterprise telecom environment.
  • Evaluate current voice and data networks and provide solutions tailored to specific requirements.
  • Create or update policies, procedures, and standards.
  • Collaborate closely with business partners, internal teams and vendors on telephony projects and initiatives.
  • Provide technical support and resolve complex issues as they arise using an established ServiceNow ticketing system.
  • Assist in developing long-term strategies and capacity planning for meeting future telecommunications network and system needs.
  • Remain current on new transport protocols, methods, products, and standards in support of VoIP systems development and equipment procurement.
  • Participate in a 24x7 on-call weekly rotation 
 
 

What You Should Have, as a Systems Engineer, Telecom Services:  
 
  • Creating custom call flows for managing inbound and outbound calls in a Cisco contact center environment. (UCCX scripting)
  • Proven experience with CCaaS platforms: Five9 (preferred), Cisco Webex, Genesys, Ring Central.
  • Experience with implementation and administration of Cloud Contact Centre’s and enterprise-level CCaaS platform troubleshooting experience.
  • In-depth knowledge and experience working with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and voice recording systems.
  • Call Center Management experience is considered an asset.
  • Utilize API development tools to design, develop, and maintain robust APIs for telephony tasks and administration.
  • Strong expertise in Cisco IP telephony, technologies, and solutions
  • Advanced troubleshooting skills and the ability to resolve complex technical issues. 
 
Other Skills and Abilities 
  • Exceptional critical thinking, analysis, and problem-solving skills.
  • Highly service-oriented, with excellent oral and interpersonal communication skills.
  • Outstanding writing and documentation skills.
  • Ability to communicate ideas in both technical and user-friendly language.
  • Willingness to work all levels of Service Requests and Incidents (L1-L3).
  • Able to conduct independent research into IT security issues and products.
  • Highly self-motivated and directed, with keen attention to detail.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Experience working in a collaborative environment.
  • Knowledge of Canadian and healthcare data privacy practices and laws 
 
Education 
  • College diploma or university degree in the field of Telecommunications, Computer Science, or related field.
  • Minimum of 2 years of equivalent work experience in contact centre and telecommunications engineering with a focus on CCaaS platforms and Cisco Unified Communications.
  • Relevant certifications such as CCNA Voice/CCNP Voice and/or CCIE Unified Communications certification (nice to have)
     
In Return, You Will Receive: 
 
  • Friendly and engaging working environment
  • Salary $65k - 80k year 
  • Full Health Benefits
  • 2 weeks Paid vacation
 
Where You Will Be Working, as a Systems Engineer, Telecom Services:  
 
Mississauga ON Hybrid – At least 2 days onsite weekly 
 
 
We are excited to see you are interested in working with Vertical Staffing Resources Inc. As one of the fastest growing staffing agencies in Canada, we have something for everyone. One of the many great things about applying with us is that you can complete one application and be considered for 100’s of different roles! Please note that once you complete an application, you are officially one of us – a Vertical employee! This means you will need to have your documents ready such as SIN, ID, Permit (if applicable) to be an active Vertical employee.
 
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