Wawanesa Mutual Insurance is one of the largest property and casualty insurers in Canada with $3 billion in annual revenues and assets of more than $9 billion. Wawanesa Mutual, founded in 1896 with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon, and Wawanesa Life, which distributes life insurance products and services throughout Canada. With over 3,500 employees, Wawanesa proudly serves over two million policyholders through nine regional offices and 41 service offices in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.
We are currently looking for dedicated , driven , and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience, advancement on a growing team.
Working under general supervision, the Telecom (Avaya) Specialist supports Wawanesas success by ensuring systems availability and accessibility for our Avaya (RED) based telephony environment. You will be responsible for providing advanced second and third level support of highly complex (AVAYA) telecommunication equipment, systems, and services for technology infrastructure and customer issues and requests. You will assist customers with IT related requests as it pertains to the Avaya suite of applications and infrastructure and provide guidance to team members for complex issues, customer service, and technology best practices. You will be responsible for recommending, planning, designing, implementing and supporting large project efforts to meet customer needs and improve service delivery. You will also be an expert in Avaya Contact Center technologies including Multi-Channel and Enhanced IVR solutions, Unified Communications, reporting, and operational use.
This opportunity can be performed remotely and based out of any major Canadian city, preferably near one of Wawanesas regional office. Travel expectations may vary depending on location.
Manage the functionality, capacity, reliability, availability, and recoverability of communication systems, equipment and service.
Work with Canadian and US telecommunications vendors and internal customers to plan for, design, order and coordinate the implementation of communication systems and services between the company, our partners and vendors.
Provide advanced second level Avaya technical support for technology infrastructure and customer issues and requests.
Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction.
Maintain detailed inventory of end-user communications costs and billing to obtain cost effective solutions. Performs periodic reviews of company telecom and related vendor invoices and contracts.
Provide support and ensures reliability for deployed technologies, systems, and processes according to established procedures and industry best practices.
Handle complex or high-impact/time-sensitive issues. Works with all organization levels to minimize and/or eliminate customer impact and prevent problem reoccurrence.
Perform high-level analysis to identify reoccurring problems and trends, and determine root cause.
Coordinate the successful execution of large Avaya-based project activities to the satisfaction of customers while conforming to project management procedures and policies.
Review service levels of deployed systems and processes in regard to reliability, availability, and customer satisfaction. Works with management, team members, and internal support groups to develop supporting strategies for improvement.
Stay abreast of Call Center and Avaya-related industry trends/roadmaps and best practices. Proactively identifies opportunities to leverage technology, improve processes, and enhance vendor relations to reduce costs and increase customer satisfaction. Contributes to current and long-range strategy planning efforts.
Provides 24 / 7 on-call support on a rotating basis.
May perform other job-related duties as assigned.
5 years IT experience related to telecom/telephony, or combination of education and related experience
Expert-level working knowledge with some or all of the following:
Avaya Communication Manager and Contact Centre Technologies (VDNs, Vectoring, 96xx IP Phones, IP Soft phones (One-X), Screen Pops, ARS, AAR, FRLs, COR/COS, FAC, Route Patterns, Experience/Voice Portal IVR, Callback Assist)
Avaya Unified Communications (Aura (Audix) Messaging, Conference/Collaboration Applications & Tools, Presence Services, Active Directory Integrations)
Avaya Contact Centre reporting (Avaya CMS, Contact Analyzer, CDR, and Carrier-based Web Portal Reporting tools)
Understanding and Familiarity of Call Centre technical Best practice and operational use of Phone Call Handling, Remote-Agent technologies, Skills-based Routing and Expert Agent Selection.
Avaya Digital/IP/SIP-based communication systems and circuits (H.323, VoIP, SIP, ISDN-PRI, CO)
Avaya CTI and Adjunct Application Administration/Support (AES, AWFO/Verint i360, Call Recording, Elite Multi-Channel, Avaya Oceana/Breeze)
Ability to demonstrate effective communication skills by expressing clear ideas and asking relevant questions
Strong commitment to teamwork to ensure group objectives are met by making quality contributions and supporting fellow team members by sharing information
Strong customer focus and ability to manage client expectations ensuring a high level of service for all requests
Strong attention to detail with the ability to perform comprehensive reviews of information, service requests and problems
Employs a structured approach to problem solving by collecting all relevant information from different sources
Technical Skill (good working knowledge of)
Design and implementation of call center technologies and routing.
Advanced routing experience with Carrier-based network features & applications (At&T RouteIt/Level 3 RACC or similar)
Administration of Avaya Session Border controller, System Manager, and Session Manager
Avaya Survivability options (SLS, LSP, ESS) configurations, support, and monitoring.
Avaya Telephony networking (IP-Network-Regions, IP Codec-Sets, Network-Mapping) across a distributed enterprise of MPLS/VPLS/IP-Sec network connectivity.
Related IT certifications/training, or ITIL certification are considered an asset
Experience with hosted or cloud-based telephony solutions is considered an asset
Wawanesa provides its employees with a respectful , challenging and rewarding environment where they can maximize their potential while contributing to the companys goals. Our employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, goal achievement plan, premium free benefits and a pension plan). Wawanesa provides a stable and rewarding environment for its employees in todays challenging markets.
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
Accommodations are available as needed for all applicants.