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full time Telecommunications Administrator, Contract 3-6 months (Toronto)

at Jobs in Montreal Montreal

Our client, located in montreal is looking for a contract Telecommunications Administrator for their Montreal office.

This contract role is for a mid Sept start for a minimum of 3 - 6 months.

POSITION SUMMARY:
The Telecom Administrator's key responsibility is to administer and maintain IT voice network and telephony hardware and software components. Through this work the administrator also ensures that expected results are delivered to the user community and at agreed upon performance standards. In addition to day to day operations, he/she is involved in the implementation of telephony related projects.

KEY RESPONSIBILITIES
· Participates in telecom-related technology projects by assisting to define functional and technical specifications and performing the implementation of VoIP initiatives.

· Responsible for the maintenance and ongoing support of voice network. Maintains records of voice wiring schematics, network facilities, hardware inventory and telecommunications equipment.

· Build, maintain and fully support an IVR system which is flexible and customer centric.

· Update and maintain timely and accurate mappings of all call flows, call routing and the associated changes. Ensure that these are fully documented and readily available to management for review.

· Participate in the integration of and investigation into new technologies as the business needs change and opportunities for improvement present themselves in a fiscally responsible way.

· Apply security standards at all times, including the correct patching level and configuration to achieve security policy

· Supports and participates in the disaster recovery plan for the telephony systems in Burlington and other locations.

· Implement and test call flow for all inbound telephone customer contacts, including on-hold messaging, queue prioritization and after-hours routing.

· Proactively manages the optimization of all contact centre telecommunications systems and liaises internally and externally with technology experts and suppliers.

· Maintains customer facing voicemail system including adding, deleting, changing user profiles, monitors voicemail system resources and arranges for file deletions, etc., as required.

· Monitors telephone room facilities for Contact Centre and completes/arranges for repairs, maintenance, etc., as required.

· Provides, monitors and manages customer-utilized telephone numbers and their associated database.

· Assigns and manages Customer Contact Centre user profiles and logins. Communicates any additions, deletions or changes to the appropriate user groups in a timely manner.


ACADEMIC TRAINING

· University degree in relevant discipline or combination of equivalent education and work experience required


WORK EXPERIENCE

· Minimum of 5-7 years' experience in IT, with 3 to 5 years in telephony and network administration positions.
· Experience in the installation, configuration, administration and troubleshooting of VoIP PBX and LAN/WAN technologies

SPECIFIC COMPETENCIES

· VOIP, QOS and Telephony/PBX experience is required
· Previous exposure to Avaya PBX systems an asset.
· Experience with Broadsoft platform an asset
· Relevant certifications from Cisco (i.e. CCNA, CCNP, CCIE) and Avaya will be strong assets
· Well versed with ACD and contact centre environment.
· Strong customer and business orientation.
· Strong presentation and writing skills.
· A 360 degree view of technical problems and customers' needs.
· Ability to work in a constantly changing and fast-paced environment.
· Ability to handle situations involving unplanned outages.
· Well developed problem-solving skills.
· General understanding of broadband, telecom, cable and internet industries is an asset.
· Bilingualism is an asset

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