IT Support Analyst IV

Description

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Department Overview

The Contact Center Infrastructure group (CCI) is the service department responsible for providing frontline support, monitoring and solutions to TD’s North American Contacts Centers. The multilevel specialized team is virtually centralized and supports all levels of incident management (7/24). The primary focus of the team is system performance, monitoring, migration, support, emerging technology assessment and solution design.

Main Responsibilities

The IT Analyst is responsible for providing a frontline support role to TD Bank’s Contact Center Infrastructure. The role requires knowledge of UCCE and VoIP environments. The IT Analyst manages maintenance functions, diagnostics, advanced incident management and surveillance of all components associated with Voice and UCCE environments. He will also perform the programming, implementing solutions into production and building the required technical and operational documentation if required. Will be required to be on duty rotation to support the platform and make production implementation after business hours. The role serves as (level 2) operational support in troubleshooting and provisioning of solutions.

Qualifications

You should have excellent knowledge of the following various components, and be proficient with the Cisco development environments:

· 5 year experience in IP Telephony and Contact Center Support environments.

o Cisco Unified Communications Manager (Call Manager)

o Cisco Unity Connection

o Cisco Unified Intelligent Contact Management Enterprise (ICM)

o Cisco Unified Customer Voice Portal (CVP)

o Verint – Ultra Call Recording tool

o VIM – Reporting and Real time Display (Exony)

o CUSP, CUBE, VXML gateways

o NICE Resource Optimization – Total View

· Protocols TCP/UDP/SIP/RTP

· Genesys PureEngage Cloud experience a plus.

· Second level of support to diagnose and resolve incidents/problems with hardware and software.

· System administration and coordination of technical changes to the hardware and software.

· System monitoring and health checking (level 2), including performance and capacity reporting.

· Maintain system uniformity and ensure compliance with rules and standards (Watch dog).

· Responsible to Report on all KPIs (availability, incidents, changes, etc.).

· Identification and escalation of situations requiring urgent attention.

· Demonstration of sound reasoning and use of methodical processes in problem solving.

· Applies creative/initiative in the generation of alternative solutions to incidents.

· Highly organized and able to multi task in a fast paced, dynamic environment.

· Appropriately escalates issues and decisions to others when needed.

· Strong communication skills, both verbal and written are essential in order to interact with support groups (French and English).

· Strong team player and self-motivate.

· Ability to work on call rotation.

Nice to have:

· Computer Science degree in an appropriate discipline (an asset)

· Technical VoIP, Network or Server administrator profile

· Cisco CCNP certification preferred

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.