Senior Unified Communications Specialist – Digital Nova Scotia – Leading Digital Industry

Senior Unified Communications Specialist

We are looking for a Senior Unified Communications Specialist to join our IT team in a permanent position. Reporting to the Digital Services Support Lead, you will be responsible for managing and supporting existing telephony infrastructure and cloud-based solutions from a variety of vendors such as Cisco, Microsoft and Amazon. You will work closely with the IT team, internal stakeholders and our trusted partners to identify and deliver new features and services to further advance our corporate and customer facing telephony capabilities.

Key elements of this role include:

• Support the technology platforms by resolving incidents and fulfilling requests. Proficiency in utilizing ITIL best practices for request, incident, problem, and change management processes is expected.
• Maintain and troubleshoot Cisco Call Manager, Unity Connect, Emergency Responder and associated endpoints (IP phones, softphones, analog gateways, video units).
• Maintain, troubleshoot and enhance an evolving Microsoft Teams phone system.
• Video conferencing support and management (Microsoft Teams, Webex, CVI).
• Provide support for the Customer Contact Centre solutions including Cisco PCCE and Amazon Connect.
• Oversee third party managed service providers providing technology support with in-scope technology platforms.
• Rotational after-hours on-call support.  Storm support as needed.

These skills will make you successful:

To thrive in this role, you recognize yourself in most of the following competencies and skills listed below:

Qualifications:

  • A university degree or college diploma in a computer-related discipline, along with five or more years of experience in client-facing technical support role.
  • Proven experience with Cisco Call Manager and Microsoft Teams phone system.
  • Strong knowledge of telecom solutions including SIP, PRI, PSTN, IVR and call recording.
  • Strong networking skills and troubleshooting experience with switches, routers and firewalls.
  • Experience with Microsoft 365 licensing along with various Teams phone connectivity options such as Direct Routing and Operator Connect. Experience with Teams mobile calling considered an asset.
  • Ability to work independently and as part of a team.
  • Excellent communication and interpersonal skills.
  • Excellent relationship building and customer service skills.

Preferred Qualifications:

  • Certifications in Cisco, Microsoft, or other relevant technologies.
  • Experience in a similar role within a large organization.
  • Experience with Contact Centre solutions such as Cisco PCCE and Amazon Connect would be considered an asset.