Job Description

Bayshore HealthCare is one of the Canada\xe2\x80\x99s 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\xe2\x80\x99s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada\xe2\x80\x99s Best Employers in Forbes 2023 list.The Senior Engineer, Enterprise Telecom Services will be responsible for all aspects involved in supporting and ensuring optimal performance/reliability of Bayshore\xe2\x80\x99s telecommunications infrastructure.The Senior Engineer, Enterprise Telecom Services reports directly to the Manager, Telecommunication Services.Key Duties & 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.
• Design, configure, implement, and support the enterprise telecom environment within a team
• Evaluate current voice and data networks and provide solutions tailored to specific requirements.
• Administer and support Bayshore\xe2\x80\x99s IP Telephony infrastructure, including monitoring performance, troubleshooting issues, and performing upgrades.
• Develop and maintain comprehensive documentation of the telecom environment and operational procedures.
• Create and 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.
• 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 rotation.

Work Location : Bayshore Healthcare, National Service Centre, 2101 Hadwen Rd, Mississauga, ON L5K 2L3.In this position you will work in hybrid model, with at least two days onsite weekly.QualificationsEducation

• College diploma or university degree in the field of Telecommunications, Computer Science, or related field.
• Minimum of 5 years of equivalent work experience in contact centre and telecommunications engineering with a focus on CCaS platforms and Cisco Unified Communications.
• Relevant certifications such as CCNA Voice/CCNP Voice and/or CCIE Unified Communications certification (nice to have)

ExperienceProven experience with CCaS platforms: Five9 (preferred), Cisco Webex, Genesys, Ring Central.
Experience with implementation and administration of Cloud Contact Centre\xe2\x80\x99s 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.

Bayshore HealthCare