Job Description

Requisition ID: 165593

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.

DEPARTMENT SUMMARY:

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine's business systems.
The IT department supports the organization in these critical areas: End-User Technical Support, Desktop Management, Network Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning.

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.

ROLE ACCOUNTABILITIES:

• 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

MINIMUM QUALIFICATIONS:

Education/Experience

• University or College Degree in Computer Science or related subject
• Minimum 4 years of work experience with Telecommunications and Telephony systems
• General understanding of banking/financial systems

Technical Skills

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
• Telephone tolls
• 1-800 service
• Phone punch downs moves adds and deletes
• Avaya technologies
• Call Centre Vector programming
• 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

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.