Telephony (VOIP) Specialist
Location: London, ON
Start.ca is currently looking for a highly talented Telephony Specialist to join our growing team! As a Telephony Specialist you will be responsible for administering, supporting and maintaining Start’s telephone systems, devices and solutions. The Telephony Specialist will play a key role in operational support, both of new systems as well as upgrades of existing applications.
If you are a self starter with a passion for technology, Start.ca could be the place for you!
What you will be doing:
Responding to end user inquiries through troubleshooting, diagnosing, and fixing unified communication issues.
Maintaining and generating troubleshooting documentation (KBs).
Elaborating & validating RCA documentation.
Installing and administering the communications system, hardware and software.
Configuring, testing, and maintaining phone equipment and services, including call recording, chat, email and call routing, reporting, call flows, IVR, and other related technologies.
Planning and keeping up-to-date on all communication infrastructure. (PureConnect).
Keeping up-to-date the documentation related to the different aspects of the communication infrastructure.
Advising and determining on future telephony roadmap by staying current with emerging technologies.
Implementing, editing, and designing new features to meet company demand.
Recognizing and problem solving complex telephony and communication issues.
Determining, designing and overseeing monitoring based on all critical aspects including / around telephone infrastructure and related systems.
Collaborating actively with other areas of the company on troubleshooting, problem solving and new implementations.
Assisting with IT infrastructure and system management projects.
Collaborating in the training of end users and fellow team members.
Providing support and guidance to fellow team members to help solve technical challenges.
Ensuring all deployments, implementations and troubleshooting steps are documented accurately and in a timely manner.
Recognizing and escalating critical issues to the Systems Administrator (III) Lead.
Available and required to work “on-call” on a rotational basis.
Other appropriate responsibilities relevant to the role today and the role as it may evolve.
The successful candidate has:
3+ years of hands on experience working on supporting and implementing telephony systems (PureConnect).
Degree/Diploma from a recognized Computer Science, Information Systems, or a related program of study.
Experience working with Genesys Support team on tier 2 or higher telephony issues.
Experience in project management.
Direct professional experience in an IT implementation and support capacity.
ITIL Foundation Certification.
A team player with a positive and open mind and attitude to explore new technologies, improve efficiency, and embrace change.
Well developed analytical and troubleshooting skills coupled with sound judgment and decisiveness to timely escalate issues to senior members.
Strong knowledge of and experience with the following:
VOIP, TCP/IP, SIP and QoS.
Digital telephony (ISDN, T1 and E1)
IT/Communication software, infrastructure, and features.
SBCs and Gateways.
Strong organizational skills, with the ability to work in a fast paced environment.
Proven leadership skills with the ability to guide and support others.
Strong communicator with exceptional customer service skills who can effectively communicate, both verbally and in writing, in user-friendly language.
Able to effectively handle and prioritize multiple, simultaneous tasks and projects.
Passionate about life-long learning and self-development.
Highly self motivated and able to motivate fellow team members.
High degree of professionalism, courteousness and friendliness.
Nice to have:
Completion of the Interaction Centre Certified Engineer (ICCE) certification.
Completion of the Interaction Centre Handler Developer (ICHD) certification.
Experience with the Metaswitch platform
Who is Start.ca?
We are a telecommunications company located in London, ON and we provide internet, television and phone solutions.
We are devoted to delivering a world class customer experience with each and every customer interaction.
At Start.ca, we live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here.
As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.
Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.