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Telecommunications Analyst

Date: Aug 5, 2022

Location: Thornhill, ON, CA, L3T 7P9

Company: CAA Club Group

About Us

Our Information Technology department is seeking a Telecommunications Analyst to join our team.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What You Will Do:

  • Work with the Telecom team to implement, maintain and support the AVAYA AURA Telephony system and corresponding adjunct applications
  • Review and understand business processes, provide consulting services to clients, and recommend voice and contact center services and technology solutions that will meet business needs.  
  • Assist with research, planning, and design of voice services and contact center systems to address business needs.
  • Assist with vendor selection, planning, installation, testing, and implementation of Telecom systems and contact center technologies including Avaya Communication Manager Upgrade, Call Management System, Unified Communications, Voicemail, Call Recording, Interactive Voice Response System (IVR), Computer Telephony Integration (CTI), Speech Recognition, Quality/Performance Monitoring, Speech Analytics, Predictive Dialer, Workforce Management, Call Detail Recording, and Call Back Assist.
  • Assist with reviewing, planning, developing, documenting, testing, and executing Telecom disaster recovery plans
  • Perform daily administration and support of moves, adds, and changes (MACs) specific to voice and contact center systems.
  • Provide technical support for triaging level 1 telecom tickets
  • Perform changes or upgrades to voice systems, hardware components and software configurations following accepted IT change management policies and procedures
  • Perform service order administration and management of carrier services, monthly billing reviews, and internal cost allocation/recovery of telecom charges.
  • Provide training assistance and technical support to clients for voice systems and contact center services.
  • Maintain internal Telecommunications procedures and documentation to reflect additions and changes to system hardware, software, and network configurations.
  • Monitor and perform routine telecommunications health checks to ensure system capacity, performance, and availability are maintained at required service levels.
  • Provide effective change management by assessing change requests, identifying risks, and ensuring integrity and security of voice systems and services are maintained at all times.  
  • Maintain and/or acquire knowledge and skills relating to Telecommunications systems and contact center technologies through professional groups, vendor forums, training, trade publications, and personal contacts.
  • Escalate system or service issues to the Manager, Voice and Data Services as required.

Who You Are:

  • Degree in Computer Science/Electrical Engineering/certified Telecommunications Management program is preferred, and/or equivalent work experience
  • At least 5 years of  work experience with Telecommunications systems, contact center applications, and carrier voice systems and network services
  • Must have excellent knowledge on Avaya Contact Center and ACD Programming skill
  • Must have strong working knowledge/expertise on AVAYA AURA, Communication Manager, Session Manager, Session Border Controller, Avaya Aura Messaging, Avaya Aura Contact Center (AACC), Workforce Optimization (WFO), Aspect Workforce Management (WFM), Call Back Functionalities,
  • Strong working knowledge and experience with carrier voice service offerings (1FL, T1, DS1, DS3, ISDN BRI/PRI, MPLS, SIP, local and toll-free services/features)
  • Working knowledge and experience with IVR, speech recognition, speech analytics, Performance/Quality Management, and predictive dialing systems
  • Solid knowledge of VoIP, SIP, H.323, G.711, G.729, G.722, RTP, RTCP, UDP and TCP/IP networking protocols

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.