Careers

Montreal, Quebec

Enterprise Telephony Administrator

Enterprise Telephony Administrator

Location : Montreal with 25% travel to Trois-Rivieres

 

Role: Support our client’s Enterprise voice platform and users, specifically all employees across all divisions.

 

Internal voice users include hundreds of home and office based Call Center Agents, Collections team, NOC/CGR, and outsourcers. Supports end user telephony for our Corporate Head office in Montreal, our Trois-Riviere office, and 20 branch offices across Quebec.

 

RESPONSIBILITIES

 

  1. Prevent and resolve service incidents and outages in a timely fashion
  2. Provide input and suggestions to improve operations of network infrastructure carrying voice
  3. Act as the NOC/SOC’s main point of contact for tech support of VoIP services advanced support
  4. Organize and produce weekly and monthly reporting and perform trend analysis to assist in the support of Voice Services.
  5. Communicate with Call Center staff as required
  6. Updates trouble tickets and performs escalations as required by the NOC/SOC procedures.
  7. Provides input to and is a primary contributor to post mortem activities related to outages
  8. Cross train members of NOC/SOC and Tech Support team to develop back up support as required to make sure knowledge is transferred.
  9. Will provide on-call escalation support and problem resolution before Engineering or the vendor is involved.
  10. Interact with the Network Engineering group (IP/Transport) for continuous maintenance and monitoring of the VoIP infrastructure as necessary
  11. Communicate with and be part of the Network Operations team and assist as required with Engineering for Network and VoIP service evolution and associated tools.
  12. Project team member to receive new Technology and product introductions from Engineering/ Technology Development/ Product Development by determining the operational needs, designing and documenting associated operational processes.
  13. As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

 

ESSENTIAL QUALIFICATIONS

 

ACADEMIC TRAINING

  • University degree in Telecommunications, Computer Science, Engineering or relevant discipline or an equivalent combination of education and experience is required

 

WORK EXPERIENCE

  • 8-10 years strong demonstrated experience in Enterprise Voice installation, operations and maintenance
  • Experience with Packet Cable and SIP VOIP technologies, Cisco MGX, SBC’s
  • Experience with Metaswitch Carrier VOIP network solution beneficial
  • Experience with trunk turn-up and test procedures in TDM, VOIP environment
  • Experience with TDM design, trunk configuration, and Digital Cross Connects
  • Experience with interaction with Telco carrier providers
  • Familiarity with traditional Class 5 phone switches and SS7 signaling network
  • Experience with IP and Gigabit Ethernet Transport Networking
  • Experience with signaling protocols on PSTN and VoIP environments – SIP and MGCP

 

SPECIFIC COMPETENCIES

 

  • Experience in an enterprise voice support role and extremely customer focused
  • Expertise in Avaya Blue platform including SMGR, ASM, CS1K, AACC, Media Gateways, CP, CBR
  • Avaya Site Administrator, Avaya CMS, Avaya Conference.
  • Excellent interpersonal and communications skills, both verbal and written
  • Bilingual, French and English
  • Perform backup and restore, administration of voice platforms
  • Cisco Voice family: CUCM, CUC, IM&P, CER, ExpressWay & Jabber
  • Cisco voice & network certifications will be an asset
  • TDM, Carrier VOIP Telco background with Switch operation knowledge strongly desired
  • Experience with Upstream, Noble, Envision Call recording beneficial
  • Cisco BTS, Nortel DMS, CS2K, or Lucent 5ess, knowledge would be a definite asset
  • SS7, ISUP, E911 knowledge would be a definite asset
  • Translations and call routing knowledge would be a definite asset
  • Operational knowledge of broadband technologies (High Speed Data, VoIP)
  • Linux scripting experience
  • Google Apps experience
  • Detail oriented with demonstrated technical documentation skills
  • Ability to establish good working relationships with others
  • Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment
  • Self-motivated with the ability to take initiative in identifying and resolving problems independently
  • Strong analytical and troubleshooting skills

 

PHYSICAL DEMANDS AND VISUAL ACUITY

  • Ability to lift up to 25lbs required
  • On call support and off hours/night maintenance required
  • 25% travel is required to Trois-Rivieres