Senior Analyst and System Administrator, Unified Communications

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking.

Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us.

You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years.

Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members.

Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.

Our customers have named our EQ Bank digital platform ( eqbank.ca ) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Work

The Senior Analyst and System Administrator, Unified Communications supports the contact center platform and the enterprise voice telephony platforms as an administrator for configuration, operations, and maintenance relative to daily operations and project related activities / deployments.

The candidate will have extensive experience in contact center management and operations, with a technical background and understanding of how cloud based CCaaS contact center solutions are set up and configured.

They will have the knowledge to easily analyze and understand customer needs with a view to recommending and determining efficient solutions and assist in implementing appropriate processes and technologies related to both the contact center and other unified communications functions.

The core parts of your role would be to :

• Responsible for handling internally assigned support tickets that are complex and larger in scope, as well as creating tickets (support and change) with the telecom vendors and carriers to resolve service issues
• Monitor and resolve incident and problem tickets as they relate to Unified Communications issues
• Support and configure and implement scheduled changes
• Monitors and identifies system capacity and performance issues to ensure continuous seamless operation of all telephony applications
• Actively monitor license subscriptions and allocations to ensure accuracy of associated chargebacks
• Coordinate and schedule application patches, upgrades etc. with vendors and LOBs and assist in testing as required. After hours and weekend work may be required in some cases
• Being collaborative with business stakeholders as an internal partner to assess need for any application / campaign reconfigurations (minor or significant), make recommendations, and implement
• Collaborate with vendors to review business stakeholder requirements
• Design, test and implement telephony initiatives in a resourceful manner
• Maintain and update appropriate documentation for telephony applications (including application administration, help desk and incident management documentation and other operational support staff) with a high level of detail
• Monitor and measure performance efficiently with regards to (internal) Service Level Agreements and Key Performance Indicators
• Manage multiple concurrent projects and ensure implementation meets business requirements
• Plan, schedule and report project & support activities efficiently and timely
• Maintain and support call recording, WFO suite, monitoring, and reporting of telephony applications (CCaaS & EV)
• Maintain and support Omnichannel streams on the CCaaS platform including new deployments, change requests and incident management as required
• 24x7 system support, including on-site and remote management as the need arises
• Provide rotational on-call support outside of regular business hours
• Provide guidance, mentorship and support to the team members to enhance team knowledge via cross-training to ensure minimal knowledge gaps exist

Let's Talk About You!

• 10+ years’ work experience within IT infrastructure, Unified Communications, and telecom
• Proven, extensive contact center experience including PBX, ACD, IVR, skill-based routing, PowerShell scripting, reporting, enterprise voice solutions, CCaaS and supporting CCaaS functions such as WFM / WFO, Speech Analytics, Call Recording, QM, Omnichannel, Voice Biometrics
• Proven relationship building across business units, within a financial services company is an asset
• Proven strong team player, with the ability to work with cross-functional internal support as well as external support, actively managing vendor partners deliverables
• Experience working in a high volume, transaction-based business where excellence in customer service is paramount and capacity, time-sensitivity and mission critical processes are integral parts of the technology delivery system
• A positive problem-solver in fixing application related issues
• Strong interpersonal, communication, collaboration, and relationship management abilities with the capability to work at and across different levels of the organization
• Hands-on and performance-driven understands the objective and moves quickly to achieve the desired end state
• Familiarity and usage of JIRA tools (Scrum, spint, KANBAN) considered a strong asset
• Agile project management knowledge is considered an asset but not required
• Five9 CCaaS administration (IVR & IVA scripting) considered a strong asset
• Five9 Studio 6 / 7 administration (for Chatbots) is considered a strong asset
• Google Dialogflow experience is considered a strong asset

Job Complexities / Thinking Challenges :

• Possess a high aptitude to learn and take on new challenges
• Be creative and flexible to effectively deliver priorities
• Be forward-thinking and proactive in the continuous improvement of UC services, including platform health, efficiency, and optimization
• Be a positive problem solver who can understand both the business and technology requirements and communicate appropriately
• Ability to manage workload for multiple concurrent projects, adhering to timelines and agreed upon requirements
• 24x7 system support, including on-site and remote management as required
• Provide rotational on-call support outside of regular business hours (evenings / weekends)

What we offer For full-time permanent roles

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity / Parental top-up while you care for your little one

Generous vacation policy, personal days and even a moving day

Virtual events to connect with your fellow colleagues

Annual professional development allowance and a comprehensive Career Development program

A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives.

In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.

All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire.

While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!