Compugen Inc
Compugen is one of Canada’s largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.
Requirements:
- Support the voice platform which includes Cisco Unity (both physical and softphones), , and call routing and recording Technology.
- Strong Cloud Contact Centre Knowledge – able to support IT Helpdesk with P3/P4 issues
- Advance ability to support Microsoft Teams Voice
- Support the network team on handling day to day requests or break fix items.
- Work cooperatively with stakeholders and our vendors, both technical and non-technical to define telecom project requirements and accomplish business objectives promptly.
- Ensure with vendors that voice gateways at all locations are monitored
- Troubleshoot issues with vendors as they arise.
- Work with vendors to monitor telecom systems and services by defining and configuring performance-based and capacity-based indicators and alerts.
- Ensure with vendors that regular maintenance is carried out for telecom systems, including security patching, bug fixes, and telecom hardware and software upgrades.
- Support IT teams relating to telecom administration, endpoint installation and troubleshooting tasks.
- Participate in the evaluation and testing of new telecom systems and integrations.
- Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support.
- Assist IT Services team with escalations for troubleshooting malfunctions of telecom systems, including fax services, to resolve operational issues and restore services with adherence to SLAs within a 7x24x365 operational environment.
- Maintain documentation for Unified Communications infrastructure.
- Ensure established change management process is followed.
- Participate in the design and execution of annual compliance and disaster recovery testing.
- Ensure backups for CUCM configuration and call recordings are maintained.
Qualifications:
- Advanced knowledge of Microsoft Teams Voice
- Experience with Contact Center solutions
- Advanced knowledge of enterprise voice and fax architecture.
- Advanced knowledge with CUCM
- Advanced knowledge with voice gateway (SIP and PRI) architecture and administration.
- Experience with Cisco Unity voicemail.
- Experience with Cisco Jabber or other softphone solutions
- Experience designing and implementing a Microsoft Teams Voice solution an asset.
- Advanced knowledge of voice disaster recovery process, testing, and best practices
- CCNA Collaboration Certification or equivalent Asset:
- CCIE Collaboration
Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
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