Req Id: 89654
Bell is a truly Canadian company with over 135 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Position Description:
Reporting to the Senior Manager Managed Services, the Technical Advisor, Verint Workforce Optimization manages the logical components of systems used in VOIP telephone system solutions and managing of incidents.
Job Duties/Accountabilities:
- System management for all various call recording and workforce management systems (primarily Verint Workforce Optimization) integrated with telephony systems including Genesys, Cisco and Avaya VOIP.
- Understanding of other Call Centre components among main products to be supported.
- Responsible for the management and administration of the various systems, configuring moves, adds & changes on the voice network.
- Responsible for the management and support of incidents and assisting with resolution.
- Interfacing with clients, vendors, and other support teams to assess requirements and troubleshoot problems to resolution.
- Provide operational and technical expertise and support to the client(s) as it relates to the above-mentioned systems and applications.
- Manage the critical path process to ensure all critical dates for implementation of services as it relates to the above-mentioned applications are met ensuring Client satisfaction.
- Work with onsite remote staff as applicable and other members of the team in the delivery of voice services
Critical Qualifications/Competencies:
- Strong technical experience with Verint Workforce Optimization and Genesys / Cisco / Avaya VOIP systems.
- Hands-on experience in supporting complex time sensitive environments.
- Knowledge of telecommunications vendors, services and products.
- Strong knowledge of voice engineering principles and concepts.
- Experience in traffic engineering.
- Bi-lingual in French and English is desired.
- Strong PC skills (Windows, PC Hardware, Internet Browsers, Networking).
- SQL database skills an asset
- Rotational on-call support
BCE:WKP #Feature *LI-JW TC:CC
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 2015-09-15
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga