Associate Telecommunications Analyst - 6 months
About The Position
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society. Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility. As the Associate Telecommunications Analyst, you will provide technical support for the enterprise telephony platform, Genesys Cloud. In this role, you will be responsible for completing administrative tasks and troubleshooting technical incidents to ensure reliable system performance.
Requirements
- 3 years of experience in a technical environment or a related field.
- Completed post-secondary education in Information Technology or a related discipline.
- Strong analytic and critical thinking skills, with attention to detail.
- Excellent communication (written and verbal) and collaboration skills.
- Organized, curious, and willing to ask questions.
- Interest in the insurance industry and a desire to learn.
- Available to work from our Guelph, Burlington, or Mississauga office.
- Experience with Genesys Cloud and Service Now.
Nice To Haves
- Bilingual language capabilities in English and French will be an asset.
Responsibilities
- Efficiently process user additions, deletions, and changes within Genesys Cloud, ensuring employees have timely and accurate access to the telephony platform and correct features.
- Minimize onboarding delays and reduce downtime by maintaining accurate user profiles, extensions/DID’s, queue assignments, etc.
- Proactively and reactively troubleshoot telephony-related incidents, including call quality issues, connectivity problems, and configuration errors.
- Recommend improvements to workflows, documentation, and support models when inefficiencies are discovered.
- Collaborate with support teams (Service Desk, Technical Platform Support, etc.) to assist with troubleshooting or to streamline escalation paths and processes.
Benefits
- Training and development opportunities to grow your career.
- Flexible work options to support personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to give back to your community.
- Comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
