Job Description

Competition # : 37595

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: \xe2\x80\x8b1/19/2023\xe2\x80\x8b (Applications are accepted until 11:59 PM Atlantic Time)

About Us

The is a team within government and we are putting people first. We are called a \xe2\x80\x9cdigital\xe2\x80\x9d service for a reason - because we are helping government work the way that people expect things to work these days.

Our team is large, diverse, and passionate about making a difference in peoples\' lives. We believe in user-centered iterative service design, and practice . Working at the NSDS means you will be a part of a team whose work makes a difference through designing, continuously improving and delivering the programs and services people need, alongside caring, compassionate, highly-skilled people.

At the NSDS, we don\'t just accept difference - we celebrate a supportive culture of diversity, inclusion and belonging!

The people who use government programs and services come from all walks of life. It is important that the NSDS reflects the people that we serve - so we can deliver better, and more accessible, and inclusive public services. We work hard to create an environment where different perspectives and experiences are valued. We are committed to helping diverse talent thrive.

Who You Are

You are passionate about people\'s experiences and want to make people\'s lives better. You\'re curious, and your humbleness helps you learn and grow. You love to collaborate across roles and organizations, and you can create a path forward from uncertainty. You are comfortable inspiring others with your communication skills whether they be senior leaders or technical teams.

You share our values of Respect, Integrity, Diversity, Accountability & The Public Good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.

About Our Opportunity

As a Voice Services Specialist, you will be part of a multi-disciplinary team working alongside technical architects, specialists, and product managers. Do you thrive on new and innovative efforts that make a positive difference in people\'s lives? Are you one who moves beyond the status quo and has a track record of helping organizations adopt new, digital ways of doing business? Do you want to be a part of a team focused on modernizing government through digital services? If so, then you will want to be a part of our Digital Communications Team. Here is your chance to tell us what distinguishes you from others and how you would create value for the Government of Nova Scotia.

About the Role

We are looking for a Voice Services Specialist to join our Digital Communications Team. We are interested in candidates who have a proven track record of results, are highly motivated and take an analytical approach to problem solving.

You will be responsible for providing subject matter expertise in the delivery of voice services and modernizing in alignment with the unified communications strategy for the Province. You will provide the technical connection between key stakeholders and clients. You will recommend new technologies through the evaluation and assessment of user needs, assist with training requirements and work with both internal and external partners on implementation and ongoing support requirements.

You will also be responsible for the following:

• Contact Centre support and maintenance
• Ensure availability of Provincial Voice Services
• Represent NSDS in cross functional/cross departmental projects using cloud hosted services
• Communicate project risks and timelines to leadership
• Working with other members of the multi-disciplinary team to turn requirements into user-centered services, and to help promote best practice
• Work across government and with various stakeholders and sectors to build collaborative relationships
• Work with different operational teams to refine, enhance and deliver modern voice services and, ultimately, a robust Unified Communications Service

Qualifications & Experience

To be successful in this role, you will have a Bachelor of Science in Computer Science plus a minimum of 3 years of experience, or graduation from a recognized Information Technology program, plus 3 years and 6 months experience or an acceptable equivalent combination of training and experience.

In addition, you have depth of experience in the following areas:

• Contact centre workflows and skills-based routing; ACD experience; voicemail administration; inbound/outbound call routing, dial plans and class of service
• Practical experience administering enterprise voice, telephony and/or unified communication services
• Knowledge of circuit provisioning, testing and troubleshooting
• Knowledge of WAN/LAN, SIP, QoS, Trunking and VoIP technologies
• Planning, and executing technology upgrades and platform consolidation

Assets

• Experience in cloud hosted voice solutions and/or Unified Communications
• Certifications in relevant voice services, Unified Communications or Contact Centre solutions.
• Basic understanding of Microsoft Teams Operator Connect
• Virtualization fundamentals.
• Aptitude for self directed learning.
• Ability to communicate complex technical concepts to senior management, peers, and clients
• Training and documenting new processes and technologies for staff
• Interpersonal skills with the ability to interact effectively with clients
• Experience supporting IT in a health care and public sector environment
• Experience supporting mission critical, enterprise environments, 24 x 7 x 365
• Knowledge of ITIL processes and standards.

Benefits

Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click to learn more about our various benefits offering and eligibility criteria.

Working Conditions

May be required to work outside of normal business hours to provide service and be on-call for supported services outside of normal business hours, including holidays and weekends.

Additional Information

This is a permanent, full-time position with a flexible location.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths for Nova Scotians.
• Department Specific Flexible working schedules.

Pay Grade: PR 14

Salary Range: $2,488.52 - $3,030.25 Bi-Weekly

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.

Government of Nova Scotia