Systems Engineer ( Telecom Services)

Job Description

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

JOB SUMMARY
The Systems Engineer, Telecom Services will be responsible for all aspects involved in supporting and ensuring optimal performance/reliability of Bayshore’s telecommunications infrastructure.

DUTIES AND RESPONSIBILITIES
• Ensure efficient and effective call routing, agent workflows, and customer experiences.
• Proactively review and support the configuration of existing deployments to ensure alignment with
technical and business requirements.
• Continually assess system performance and implement improvements to enhance efficiency, reliability,scalability
• Maintain correct and up-to-date technical documentation related to configurations, processes, and
procedures, including system configurations, call flows, IVR scripts, and other relevant information.
• Develop agent training documentation for consistent and effective onboarding and ongoing skill
development.
• Prepare monthly metrics reports to provide insights into performance, key performance indicators
(KPIs), and customer satisfaction levels.
• Stay updated on industry best practices and emerging technologies related to contact center operations and customer experience.
• Configure, implement using ITIL best practices within the enterprise telecom environment.
• Evaluate current voice and data networks and provide solutions tailored to specific requirements.
• Create or update policies, procedures, and standards.
• Collaborate closely with business partners, internal teams and vendors on telephony projects and initiatives.
• Provide technical support and resolve complex issues as they arise using an established ServiceNow
ticketing system.
• Assist in developing long-term strategies and capacity planning for meeting future telecommunications
network and system needs.
• Remain current on new transport protocols, methods, products, and standards in support of VoIP
systems development and equipment procurement.
• Participate in a 24x7 on-call weekly rotation.

REPORTING RELATIONSHIPS
The Systems Engineer, Telecom Services reports directly to the Manager, Telecom Services

Work Location : Bayshore Healthcare, National Office, Mississauga ON

Hybrid – At least 2 days onsite weekly

Job Qualification

Education
• College diploma or university degree in the field of Telecommunications, Computer Science, or related
field.
• Minimum of 2 years of equivalent work experience in contact centre and telecommunications
engineering with a focus on CCaaS platforms and Cisco Unified Communications.
• Relevant certifications such as CCNA Voice/CCNP Voice and/or CCIE Unified Communications
certification (nice to have)

Experience (not limited to)
• Creating custom call flows for managing inbound and outbound calls in a Cisco contact center
environment. (UCCX scripting)
• Proven experience with CCaaS platforms: Five9 (preferred), Cisco Webex, Genesys, Ring Central.
• Experience with implementation and administration of Cloud Contact Centre’s and enterprise-level
CCaaS platform troubleshooting experience.
• In-depth knowledge and experience working with call center technologies, including Automatic Call
Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and voice recording systems.
• Call Center Management experience is considered an asset.
• Utilize API development tools to design, develop, and maintain robust APIs for telephony tasks and
administration.
• Strong expertise in Cisco IP telephony, technologies, and solutions
• Advanced troubleshooting skills and the ability to resolve complex technical issues
Other Skills and Abilities
• Exceptional critical thinking, analysis, and problem-solving skills.
• Highly service-oriented, with excellent oral and interpersonal communication skills.
• Outstanding writing and documentation skills.
• Ability to communicate ideas in both technical and user-friendly language.
• Willingness to work all levels of Service Requests and Incidents (L1-L3).
• Able to conduct independent research into IT security issues and products.
• Highly self-motivated and directed, with keen attention to detail.
• Able to prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative environment.
• Knowledge of Canadian and healthcare data privacy practices and laws.