Senior Configuration Analyst, Telecommunications

Talent Acquisition Team at Westland Insurance. Text reply only.•Surrey, BC

3d•Hybrid

About The Position

We’re searching for a Senior Configuration Analyst, Telecommunications. This is a hybrid role based out of our Head Office in Surrey, BC. In this role, you’ll play a key part in shaping and supporting the communication systems that keep our teams and clients connected. From optimizing contact center technology to driving improvements across unified communications platforms, you’ll have the opportunity to make a meaningful impact while working alongside a collaborative and forward-thinking IT team. If you’re passionate about telecommunications, enjoy solving complex technical challenges, and are excited by the chance to influence evolving technologies in a growing organization, this could be the opportunity you’ve been looking for.

Requirements

At least seven years of experience in telecommunications with at least five years specifically focused on deploying and supporting Genesys CCaaS solutions
A bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field, or equivalent professional experience
Proven experience with unified communications platforms, telephony systems, including VoIP, PBX, and advanced call center technologies
Proficient in mobile device management (MDM) solutions and have experience supporting enterprise mobile communication systems
A strong background in managing telecommunications contracts, procurement processes, and billing procedures, ensuring optimal cost management
An in-depth understanding of telecommunications and network technologies, including familiarity with relevant protocols and architecture
Knowledge of Genesys CCaaS omni-channel features, including: Integrated customer journey mapping for seamless interactions across channels (voice, email, chat, social media); AI-driven tools for enhancing customer experiences through chatbots, Real-time analytics and reporting, WFM, and intelligent routing
Exceptional problem-solving and analytical skills with a focus on identifying and implementing effective solutions
Capable of working cross-functionally with technical and non-technical stakeholders are have effective communication and collaboration skills

Nice To Haves

Relevant industry certifications in networking and telecommunications, such as CCNA, Microsoft Certified: Teams Administrator Associate, or Genesys certifications
Project management Experience are strongly preferred

Responsibilities

Handle day to day contact center operations including end user issues as part of daily operations and support.
Configure and maintain UC and VoIP systems – Genesys CCaaS.
Perform routine checks and updates to maintain system performance and security for both VoIP and mobile communications.
Troubleshoot and resolve issues related to VoIP configurations, performance, and mobile device management.
Manage and support mobile devices and mobile device management platforms to ensure seamless mobile communications and security across the organization.
Provide support to end-users on new systems, features, and mobile device usage.
Leading technical requirements gathering on migration projects and enhancements.
Deploying Genesys cloud configurations and developments.
Assist in the planning and implementation of system upgrades and expansions, including enhancements to telephony and mobile communications.
Collaborate with IT and network teams to ensure seamless integration and efficient operation of both fixed and telecommunication systems.
Working with and managing stakeholders in various contact center initiatives.
Work with vendors and external partners where applicable. This includes phone number porting, call forwarding, account management and inquiries.
Participate in telecommunications annual operating plan management, ensuring correct billing and invoice processing for telecommunication services.
Efficiently documenting technical processes and solution intents.
Document processes, configurations, and upgrades thoroughly for future reference and compliance with telecommunication related policies, standards, and guidelines.
Staying updated with the latest developments in VoIP/CaaS and mobile technologies, as well as cybersecurity practices.

Benefits

Competitive annual short-term incentive program
Financial assistance is available for approved work-related training/development courses leading to certification
Programs that offer professional development, including seminars and conferences
An open, flexible and welcoming workplace
Plenty of opportunities to grow and learn
Autonomy to drive your own success
Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
A total rewards program that takes care of your financial, physical, and mental health
Flexible paid Values Days to celebrate days important to you
Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients