Center Offres d'emploi - Prescott, ON

Job Description

What You’ll Do :

The Telephony Administrator is a telephony, communications and contact center expert who focuses on call center infrastructure, business communication and other telephony platforms. The Telephony Administrator is responsible for supporting Orbit’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) solutions.

Reporting to the Manager of Information Technology Services, you’ll be responsible for :

• Supporting Orbit’s Nice CXOne telephony technical environment
• Troubleshooting and resolving technical issues related to contact center operations, escalating when necessary.
• Managing day-to-day operations, 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 Orbit’s NICE CXone environment.
• Assessing the performance of the Nice CXoneand suggesting and implementing system enhancements when necessary.
• Building and / or modifying call flows where necessary through collaboration with partners, business stakeholders , 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 Orbit’s telephony solutions, including but not limited to IVR scripting, ACD, call routing, telephony integrations, web chat, SMS & email.
• Monitoring and maintaining Orbit’s contact center and unified communication systems, ensuring reliability, scalability, and security.
• Testing configurations, workflows, and integrations to confirm quality, reliability, and efficiency Nice CXone, and resolve technical challenges related to platforms.
• Collaborating with the Manager, ITS in the management of carriers connections and service levels.

Qualifications

Let’s Talk About You :

This is the unique blend of skills and experience we would love to see in an ideal candidate :