Senior Telecommunication Support Analyst - Tangerine
Toronto, ON, CA
2d ago
source : SuccessFactors

Requisition ID : 85525

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service.

The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community.

It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Tangerine is a bank that does not sit still as we continue to redefine what digital banking is. We obsess about our clients by creating a product that empowers and is right for them.

We always look for experiences that wow them, Always.

Role Purpose

The Senior Telecommunications Support Analyst is responsible to ensure the ongoing 7 / 24 operation of the telecommunication systems by providing the most effective service.

Providing second level support onsite and remote access support on behalf of the Tangerine IT department for all Tangerine sites.

Systems are monitored and provide timely responses to queries and alarms. Works with vendors to effectively support our environments and proactively makes recommendations for systems enhancements and performance.

This position also creates and maintains documentation for call flows, procedures, systems configuration and all communication line details.

The Senior Telecommunications Support Analyst reports directly to the Senior Manager Telecom and Contact Center.

Is this role right for you?

  • Administer and respond to inquiries on :
  • PBX s8800’s, ESS
  • Aura platform, session manager
  • Voice mail (Aura Messaging)
  • Call detail reporting (Avotus)
  • SIP technology
  • Audio Codes Gateway
  • Genesys Contact Center Solution (Routing, Reporting, WFM and Recording)
  • Manage Telecommunication system performance, switch capacities and utilization through planning monitoring and tuning
  • Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution
  • Create and maintain telecommunication procedures, checklists and documentation. Ensure current work flows and voice and data communication line detailed information is current
  • Provides timely response to queries, ARQ’s and Helpdesk tickets and reports / escalates issues relating to the Telephony infrastructure
  • Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems
  • Act as the team lead in the manager’s absence providing work direction for the team
  • Provide support to IT Development initiatives in matters relating to Telecommunications
  • Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance
  • Assists in the planning and implementation stages of relevant Telecommunication projects
  • Must be competent in Networking and VOIP technologies
  • Skills you need to succeed.

  • University or College Degree in Computer Science or related subject
  • Minimum 4 years of work experience with Telecommunications and Telephony systems
  • Competent in telecommunication technology :
  • PBX (Aura), session manager
  • Voice over IP
  • Call Centre programming and administration (Vector and VDN)
  • Aura Messaging
  • Call detail reporting (Avotus)
  • Genesys applications
  • Audio Codes Gateway
  • T elephone tolls
  • 1-800 service
  • Phone punch downs moves adds and deletes
  • Competent with Avaya technologies
  • C ompetent in Call Centre Vector programming
  • Must be competent in Networking and VOIP technologies
  • Hands on experience with SIP
  • Hands on experience in Audio Codes Gateways
  • Working knowledge of Genesys applications including Routing, Reporting, WFM and Recording
  • Competence in computer application processing and operating computer hardware
  • What’s in it for you.

  • You’ll be part of a diverse, collaborative, innovative, and high-performing team
  • W e offer a competitive rewards package
  • P erformance bonus, Share Ownership Program, and Pension Plan Matching
  • Health Benefits from day one!
  • Office perks : free healthy snacks (chocolate is healthy, right?) subsidized on-site cafeteria and parking
  • You will enjoy work life balance, team events, and opportunities to volunteer in the community.
  • Your career matters! You’ll get access to various training resources to enhance your skills and knowledge.
  • Location(s) : Canada : Ontario : Toronto

    At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment.

    If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

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