Senior Voice Infrastructure Specialist

City of Toronto • Toronto, ON

7d • Onsite

About The Position

To participate in the planning, research, evaluation, development, acquisition, implementation and sustainment of the Corporation's voice enterprise system architecture solutions, which includes hardware, software, products and voice network to support business requirements.

Requirements

• Post-secondary education in a related field, or an equivalent combination of education and relevant experience.
• Experience providing telecommunications voice support within a large organizational environment.
• Experience managing integrated network voicemail systems, including adds, moves, changes, and deletions (MACD).
• Experience with Cisco Unified Contact Center Enterprise solution, future cloud-based contact center solutions, and cloud-based calling platforms.
• Knowledge of Centrex telephony systems, including administration and support.
• Experience with Cisco Unified Communications Manager (CUCM).
• Must possess and maintain a valid Province of Ontario Class “G” driver’s licence and have access to a reliable vehicle.
• Strong interpersonal skills to liaise with all levels of staff.
• Strong verbal and written communication skills, with the ability to produce clear, professional reports and articulate information effectively through voice recordings.
• Knowledge of computer software and the ability to use standard applications software such as MS Word, Excel, Visio and MS Access.
• Ability to effectively organize reports and data and prepare sound technical reports and specifications.
• Ability to work effectively as a team member, collaboratively in a multidisciplinary team environment and independently, as required.
• Advanced time management and estimation capabilities, and ability to perform several tasks and projects concurrently.
• Ability to work flexible hours including days, afternoons, nights and weekends, as required.
• Ability to be on call for support of production systems, as required.
• Ability to travel across various office locations within the City of Toronto, as required.

Nice To Haves

• Telecommunications Certificate is an asset.

Responsibilities

• Performs analysis, contributes and provides technical consultation in support of recommendations to changes in current business practices, business and information processes, information delivery and knowledge utilization toward a more efficiently sustained and coherently integrated information environment for all divisions in the City.
• Coordinates the application implementation process by working with internal and external developers in accordance with established project management principles and methodologies (e.g. work plan progress, issue management, change management, quality assurance, migration planning, contingency measures and risk mitigation).
• Ensures adequate pro-active action is taken for the development, operation, installation and support of the voice enterprise systems and solutions.
• Provides advanced technical support to develop, enhance and support voice enterprise applications in all areas of business, technology and information across divisions.
• Deploys and administers applications, including monitoring, performance tuning, logging, call flow diagrams for quality voice enterprise services, configuring, troubleshooting, quality assurance (e.g. adherence to standards).
• Conducts research and evaluations of voice enterprise hardware/software and business solutions and makes recommendations.
• Investigates, implements and practices security, privacy and quality assurance requirements consistent with the processing of corporate and application information outputs.
• Performs analysis on voice enterprise systems, products and network usage, performance and capacity using telecommunication traffic engineering principles and tables.
• Prepares recommendations for voice enterprise system improvements. Implements, monitors and measures the improvements.
• Ensures the maintenance of voice enterprise-wide user accounts administration including addition, deletion and change of user accounts according to policy, standards and procedures.
• Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans.
• Ensures system and user documentation, manuals, standards and procedures are timely reviewed, updated and properly maintained.
• Recommends, presents and demonstrates system solutions to City management and corporate business clients.
• Prepares and conducts presentations, systems demonstrations and system walk-throughs at project review meetings.
• Contributes in planning of future system growth and provides detailed work plans.
• Participates in the preparation of RFI/P/Qs, Business Cases and other formal project documents; participates in evaluating, selecting and recommending technical solutions.
• Facilitates & represents division at meetings/workshops, prepares/delivers presentations and/or reports.
• Visits sites to train users, determines, investigates and resolves problems/issues.

Benefits

• The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
• The City of Toronto is committed to creating an accessible and inclusive organization.
• We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
• Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
• Disability-related accommodation during the application process is available upon request.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree