Technical Support Specialist Telephony

The Telephony Technical Specialist - Contact Center is a technical subject matter expert that provides 24X7 2nd level support to contact center users across Canada Life. In this role, the Telephony Technical Specialist will also work collaboratively with our business partners, other teams across Canada Technology and external vendors to support the current platform and to implement new features and functionality to continue to deliver an improved customer and employee experience.

What you will do 

• develop a strong and deep understanding of business needs and how the contact center platform can support the core business unit mission
• have a solid understanding of how Incident, Problem and Change Management processes work together to provide superior support and high availability to our business
• respond to and resolve incidents and problems according to SLAs
• adhere to IS Change Management processes for all contact centre changes
• maintain an overall understanding how enterprise wide changes may impact the contact center platform and participate in CAB as needed
• participate and coordinate testing activities for upgrades or changes
• perform all moves, adds and changes ensuring all agent skill sets and call flow requirements are met and that the changes are handled efficiently and effectively
• maintain services by measuring and monitoring availability, latency and overall system health by taking corrective actions or escalating issues where appropriate
• identify service improvement opportunities
• create knowledge articles, job aids and training material

What you will bring 

• Post-secondary Degree or equivalent experience in Information Technology
• 5+ years of relevant experience in a technical role
• Deep experience with Problem, Incident and Change (ITSM)
• Knowledge of cloud contact center platforms (preferably Cisco’s Hosted Collaboration platform and Verint’s Workforce Optimization)
• Strong analytical, quantitative, problem solving, and organizational skills; attention to detail; and ability to coordinate multiple tasks, set priorities, and meet deadlines
• Effective internal consulting skills with a strong customer service orientation.
• Communicates in a clear and concise manner, both written and verbal, that is appropriate for the audience.
• Good interpersonal skills and a demonstrated ability to work effectively in a team environment across geographies
• Able to pivot and quickly change direction in response to changing priorities while effectively performing under pressure.
• Possesses extensive Investigation & diagnostic skills

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg. 

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 

We are one of Canada's top 100 employers!

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.

Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted 


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