Job details

Telephony Administrator for the IT support team

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Career level
Middle (2-5 years), Senior (5-10 years)
Employment type
Full time
Partially remote job (working time will be divided between remote and company's headquarters)
Spoken languages
English - Advanced
* all languages are compulsory
Number of vacancies
2

We are looking for a Telephony Administrator to be part of the global support team that maintains all PABX systems and other telephony devices within TELUS International and ensures its optimum performance on a daily basis.

What we expect:

  • Education: Bachelor’s Degree in ECE, Computer Science, Information Technology, or any IT / Computer-related course
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  • Required Certification: Avaya Certified Support Specialist (ACSS)
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  • Adaptability to changing work schedules and working hours: Monday-Friday, 7:00 - 19:00 (extending to weekends, when needed, for project deployments and other critical activities)
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  • Work Experience:
    • 3 years experience in managing telephony systems
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    • 3 years experience in managing and supporting Avaya products
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    • 2 years experience in managing SBC (Session Border Controller)
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  • Technical Skills:
    • Experience in maintaining and administering Avaya and Cisco ACD
      systems, Avaya Call Management System (CMS), Session Managers, Session Border Controller, Application Enablement Services and Voicemail system
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    • Hands-on experience in Avaya Aura 6 and above, X/AS87xx/G3r installation, configuration, administration and support
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    • Knowledge in the dialer system is advantage (Acqueon, Noble, Thrio, Livevox, Aspect)
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    • Experience in handling Voice recordings, CTI servers and other adjuncts systems
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    • Knowledgeable in voice over IP (VOIP) and SIP technology
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    • Knowledgeable in voice circuit provisioning, installation and troubleshooting (DS3, T1s/E1s, STM1s, IPLs, POTS and ISDN PRI)
    •  
    • Experience with structure cabling design, cable termination and cable management systems
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    • Experience in handling Unix/linux based systems
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    • Working knowledge of . requirements / demands in call center Operations and organization, particularly in the area of Operations support
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  • Other Skills:
    • Excellent oral and written communication skills
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    • Fluent in English
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    • Excellent customer orientation.
    •  
    • Strong problem-solving, decision-making, and analytical skills
    •  
    • Proficiency with Google suite and MS Office applications
    •  
    • Adaptive to changing work schedules and working hours.

Position Summary:


Maintains all PABX systems and other telephony devices within the organization and to ensure its
optimum performance on a daily basis. Provides technical assistance by attending to telephony related
issues and concerns.

Functional Responsibilities:

  • Ticket management and resolution
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  • Provides telephony assistance to end users and clients
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  • Isolates and resolved telephony related problems and incidents
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  • Perform day-to-day tasks assigned by supervisor and as required by the company
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  • Able to perform telephony deployment projects and other IT initiatives
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  • Monitoring of all telephony devices and services
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  • Responsible for creating/implementing any telephony-related change request/documentation and providing peer-reviews and initial approval to Telephony related change requests
  •  
  • Performs the telephony daily checklist to ensure all telephony devices are in its optimum performance
  •  
  • Performs regular back-up and hardware/software upgrade/maintenance of all telephony devices within Telus International
  •  
  • Participate in conducting training to new telephony administrators
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  • In charge of the Telephony inventory such licenses, cards, gateways and media servers.
  •  
  • Follow and enforce IT policies and procedures at telephony level
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  • Responsible for raising tickets and working with the vendor and other TI departments to come up with resolutions
  •  
  • Handles technical escalation from the Telephony Analysts
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  • Deals with outside vendors, engineers and contractors associated with telephony
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  • Maintains the telephony documentations, policies and troubleshooting procedures


We offer:

  • Stable job - permanent labor contracts
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  • Monthly meal tickets
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  • Public transportation and gym subscriptions reimbursement, after the trial period
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  • Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
  •  
  • Private medical insurance coverage
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  • Special discounts across a variety of Banks, Telecoms, Gym & Fitness centres and more

  • Online interview
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