In charge of the TELUS internationalâs global telephony operations.
Manages and support the Global Telephony team in which the sole objective is to ensure the continuous availability and reliability of the TELUS International Telephony system.
Manages the Global Telephony team which is primarily in charge of the day to day telephony operations, sustainment projects, incidents, client requirements and all telephony related activities globally.
Monitors the performance and growth of the Telephony team and administrators globally.
Ensure the companyâs current and future telephony needs are identified and met.
Reviews and provides final approval to telephony change requests.
Ensures all changes are successfully implemented without impacting the business.
Ensures SLA and KPI are achieved based on the company and clientâs expectation.
Ensures company compliance with all established IT process and procedures.
Manages the allocation of budget and tracking of telephony expenditures.
Creates and roll out new telephony processes and guidelines.
Responsible in streamlining existing processes to drive operational efficiency.
Communicates and manages the telephony performance objectives to ensure compliance with company philosophy and business goals.
Manages vendor and client interaction globally.
Contact Center Operations
Educational Background :
Bachelorâs Degree in ECE, Computer Science, Information Technology, or any IT / Computer-related course.
Required Certification :
Cisco CCNP Collaboration Track.
7 years of experience in telecom systems.
3 years of experience in managing and supporting the Cisco Collaboration products.
3 years of experience in managing people.
3 years of experience with Avaya or Alternative Source PABX solutions.
Proficiency with design and implementation of Cisco- UCCE (Composed of CVP, ICM, Finesse, CUCM)- Version 10.5 and 11.5.
Needs to be able to allocate resource effectively, have a general understanding of Cisco collaboration applications and have strong communication skills, as well as customer management skills.
Knowledge of Avaya ACD systems, Avaya Call Management System (CMS), Session Manager, Session Border Controller, Application Enablement Services and Voicemail system.
Experience in handling Voice recordings, dialers, CTI servers and other adjuncts systems.
Knowledgeable in Cisco data networking.
Experience with voice over IP (VOIP) and SIP technology.
Experience in voice circuit provisioning, installation and troubleshooting (DS3, T1s / E1s, STM1s, IPLs, POTS and ISDN PRI).
Experience with structure cabling design, cable termination and cable management systems.
Experience in managing Unix / Linux based systems.
Working knowledge of I.T. requirements / demands in call center Operations and organization, particularly in the area of Operations support.
Good supervisory and people-management skills.
Strong time and project management skills.
Excellent oral and written communication skills.
Fluency in the English language.
Excellent customer orientation.
Strong problem-solving, decision-making, and analytical skills.
Proficiency with Google apps or MS Office applications (i.e. MS Word, Excel).