SENIOR IT SUPPORT ANALYST-2

Role overview

Support and operations

• Troubleshoot and provision contact center solutions; diagnose and resolve complex hardware and software incidents.
• Support engineering and delivery teams with production infrastructure changes, major updates, and maintenance windows.
• Receive and onboard new support requests and infrastructure.
• Define and update support processes, including disaster recovery and patching.
• Lead tooling discussions, maintain the tool platform, and own external vendor support escalations.
• Identify and escalate urgent situations; collaborate with engineering and delivery teams.

Experience and qualifications

• Requires at least five years of relevant experience, including experience in IP telephony and contact center support environments.
• Requires expert knowledge of Cisco UCCE and VoIP and knowledge of the listed Cisco contact center systems and tools.
• Strong verbal and written French and English communication skills are essential.
• A computer science degree in an appropriate discipline is an asset; a technical solution integrator profile is requested.
• Cisco CCVP or CCIE certification is preferred.

Technologies and protocols

• Listed systems and tools include Cisco Unified Communications Manager, Unity Connection, ICM, CVP, Operation Manager, Provisioning Manager, NICE TotalView, Verint Ultra Call Recording, VIM/Exony, Script Editor, Call Studio, CUSP, CUBE, and VXML gateways.
• Listed protocols include SIP/VoIP, Q.931/ISDN, TCP/UDP, and RTP.
• Coding experience in PowerShell, Python, or REST APIs is listed.

Hours and on-call

• The listed hours are 37.5; the role requires participation in an on-call rotation.

Pay

• The posted annual salary range is CAD $81,600 to $115,200.

Internal application

• The posting requests an internal application form and resume; it also states that an external search will run in parallel.