Senior Manager Telecom And Contact Centre Solutions – Tangerine

Requisition ID: 164835

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems.
The IT department supports the organization in these critical areas: End-User Technical Support, Desktop Management, Network Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning.

The Senior Manager, Telecom & Contact Center Solutions is responsible to ensure the ongoing 24/7 operations of the production Telephony and Contact Center platforms at all Tangerine sites. The incumbent is responsible for the daily management of the Telecommunication team. This position oversees the creation, maintenance and review of documentation for Operational procedures, systems configuration and all billing matters. The Senior Manager, Telecom & Contact Center Solutions is a member of the IT Management Team and participates in IT initiatives along with managing special projects as required.

• Provide leadership, guidance, problem solving, and technical support to matters related to the Telecommunications team
• Management of all the areas relating to staff including hiring, mentorship, performance reviews, and staff development
• Create and Manage service level agreements with the business and vendors
• Ensure 7×24 availability for all Call Center Contact Center Systems and Knowledge worker telephone systems including: Voice Communications; Call recording infrastructure and systems; Call Centre Workforce management solutions; E Services; Computer Telephone Integration
• Ensure telephony systems are operating to standard, by ensuring staff have the appropriate tools to monitor and react to alerts or alarms
• Maintain the physical stability, reliability and confidentiality, integrity and security of Tangerine’s Contact Center Telephony and E-Services systems in accordance with Tangerine’s policies, procedures and guidelines making management know of any violations
• Responsible for Audio Visual and Video Conferencing infrastructure along with associated Communication facilities at all Tangerine sites
• Responsible for periodic reviews of contracts including assessments of contract renewals. Vendor Management relationship, escalations, case management and incident resolution
• To ensure the effective operation of first level support for the resolution of problems/queries in matters related to Information technology
• Review technology changes or advancements with a goal of making recommendations for efficiency or cost savings

• Experience
  • 3+ years of leadership experience with demonstrated success in implementing continuous improvement and strategic initiatives
  • 7+ years of experience in the Telecom and Contact Center field – support, planning and management
  • 7+ years of work experience in a 24×7 Production Operations and Support environment
  • Experience with developing and supporting large scale enterprise applications
• Technical Skills
  • Maintain a broad understanding of technological advances and trends that impact the global banking industry
  • Significant knowledge of Telecom and Contact Center systems including Avaya, Skype for Business, MS Teams
  • Thorough knowledge of all Genesys Contact Center products
  • Well versed in technology infrastructure and operations techniques and methodologies
  • Maintain a moderate proficiency in technology infrastructure methodologies and processes to ensure that Tangerine is well positioned to take advantage of technology solutions and offerings

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.