Senior Telecommunication Support Analyst (AudioCodes)- Tangerine

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.

Tangerine is a bank that does not sit still as we continue to redefine what digital banking is. We obsess about our clients by creating a product that empowers and is right for them. We always look for experiences that wow them, Always.

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 Telecommunications Support Analyst is responsible for ensuring the ongoing 24/7 operations of PBX, Digital Visual Communication, Back Office Call Recording Platforms, Fax application and content display solutions, by providing the most effective service. Duties include monitoring systems, providing timely responses to queries and alarms and working with vendors to effectively support Tangerine environments and proactively make recommendations for systems enhancements and performance. This role has also responsible to ensure that systems and applications are compliant according to Tangerine compliance and address all security vulnerabilities. This role also creates and maintains documentation for call flows for back-office PBX, procedures, systems configuration and all communication line details. In addition, duties include planning, configuration and support of IT equipment of all Tangerine’s Cafés. The Telecom Support Analyst will report directly to the Senior Manager Telecommunication and Contact Center.

Is this role right for you?

Administer and respond to inquiries on:
AudioCodes Session Board Controller

Audio Codes Gateway

AudioCodes Call recording Platform

SIP technology

Polycom Meeting room

Faxing solutions

Maintaining all PRIs, SIP trunks, Toll-free Numbers and DIDs

Operational functionality of Digital Visual Communication for contact center and back-office and Content display solutions (Projectors, SVSI equipment and displays) in all tangerine locations

Provide support to the contact center team for Phone deployment and troubleshooting when required

Fax solution

Deployment and support of video conferencing solution

Manage Telecommunication system performance, switch capacities and utilization through planning monitoring and tuning

Responsible for maintaining ongoing security patches for all supported systems ensuring on-time resolution of vulnerabilities according to Tangerine compliance

Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution

Create and maintain telecommunication procedures, checklists and documentation. Ensure current workflows and voice and data communication line detailed information is current

Provides timely response to queries, ARQ’s and Helpdesk tickets and reports/escalates issues relating to the Telephony infrastructure

Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems

Act as the team lead in the manager’s absence providing work direction for the team

Provide support to IT Development initiatives in matters relating to Telecommunications

Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance

Assists in the planning and implementation stages of relevant Telecommunication projects

Executive support and supports tangerine departments in their individual communication events when required.

Must be competent in Networking and VOIP technologies

Skills you need to succeed-

University or College Degree in Computer Science or related subject

Minimum 4 years of work experience with Telecommunications and Telephony systems

Competent in telecommunication technology:
Audio Codes Gateway

Voice over IP

Digital Video Communication (RMG)

MS Teams Conference Solution

Programming and administration

Telephone tolls and 1-800 Services

Digital Visual Communication and Content display (RMG, SVSI)

Must be competent in Networking and VOIP technologies

Hands on experience with SIP

Hands on experience in Audio Codes Gateways

Competence in computer application processing and operating computer hardware

What’s in it for you-

We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!

Dress codes don’t apply here, being comfortable does

Access to thousands of online and in-person courses so you can brush up on skills or learn new ones

Career progression opportunities. We hire you for your talent and not just for the job. We want to see you succeed not just in your role but in your career as a whole

We offer a competitive total rewards package that includes a base salary, a performance bonus, company matching programs (on pension & profit sharing), vacation, personal & sick days, paternity/maternity leave, medical, vision and dental benefits and much more

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.