Education
• College diploma or university degree in the field of Telecommunications, Computer Science, or related field.
• Minimum of 2 years of equivalent work experience in contact centre and telecommunications
engineering with a focus on CCaaS platforms and Cisco Unified Communications.
• Relevant certifications such as CCNA Voice/CCNP Voice and/or CCIE Unified Communications
certification (nice to have)
Experience (not limited to)
• Creating custom call flows for managing inbound and outbound calls in a Cisco contact center
environment. (UCCX scripting)
• Proven experience with CCaaS platforms\: Five9 (preferred), Cisco Webex, Genesys, Ring Central.
• Experience with implementation and administration of Cloud Contact Centre’s and enterprise-level
CCaaS platform troubleshooting experience.
• In-depth knowledge and experience working with call center technologies, including Automatic Call
Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and voice recording systems.
• Call Center Management experience is considered an asset.
• Utilize API development tools to design, develop, and maintain robust APIs for telephony tasks and
administration.
• Strong expertise in Cisco IP telephony, technologies, and solutions
• Advanced troubleshooting skills and the ability to resolve complex technical issues.
Other Skills and Abilities
• Exceptional critical thinking, analysis, and problem-solving skills.
• Highly service-oriented, with excellent oral and interpersonal communication skills.
• Outstanding writing and documentation skills.
• Ability to communicate ideas in both technical and user-friendly language.
• Willingness to work all levels of Service Requests and Incidents (L1-L3).
• Able to conduct independent research into IT security issues and products.
• Highly self-motivated and directed, with keen attention to detail.
• Able to prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative environment.
• Knowledge of Canadian and healthcare data privacy practices and laws