Network (Voice Telecom) Engineer

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Hybrid

Job Description

Job Responsibilities:

• New hire will be joining a hard-working Voice MAC Team. Responsible for supporting daily moves, adds, changes, deletions and troubleshooting of Voice end user issues.

• Installation and support of Avaya, AWS and MS TEAMS phone communications hardware and applications

• Responsible for maintaining MTS/Application Suite telephony databases/inventory for daily Voice billing charge backs and call accounting

• End user support for both onsite and remote on and offshore end users

• Providing On call support during rotation schedule

• Engaging Voice TELCO vendors and internal support teams during severity 4, 3 and higher incidents/outages

• Monitoring of Voice infrastructure alerts/notifications

• Assigning team members Voice Tasks and Incidents when handling ServiceNow Voice Incident and Tasks queues

• Responsible for opening accurate Change Management records

Qualifications:

• Minimum 1 year experience with Microsoft 365 and Teams telephony

• Minimum of 5+ years of experience working with Avaya System & Session Manager, SBC’s, Communications Manager, Avaya CMS Supervisor, Avaya Aura messaging, Avaya ACCCM, VoIP, h.323 and SIP technology

• Experience resolving and supporting of Avaya 9600 Series, J179 and B189 hard phones, Avaya soft phones, Avaya Workplace and Avaya 1XAgent

• Excellent customer service skills

• Outstanding in person, written and verbal commutations skills

• Knowledge of Verint Contact Center Call recording and Quality Management solutions

• Experience with Amazon Connect

• Experience with Windows 10, Microsoft Office

• Experience with Microsoft 365 and Teams telephony

• Experience with ServiceNow ticketing system

• Experience using Bomgar

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of 30, . Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock be found at johnhancock.com .

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact [email protected] .