SENIOR IT SUPPORT ANALYST-2

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Job Description

As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.

Department Overview

 

The Contact Center Infrastructure group (CCI) is the service department responsible for providing frontline support, monitoring and solutions to TD’s North American Contacts Centers.  The multilevel specialized team is virtually centralized and supports all levels of incident management (7/24). The primary focus of the team is system performance, monitoring, migration, support, emerging technology assessment and solution design.

 

Main Responsibilities

 

The IT Analyst is an expert responsible for providing a senior (level 3) support role to TD Bank’s Contact Center environments for highly complex incident and problem management.  The role requires expert knowledge of the Cisco UCCE and VOIP. He will collaborate closely with CCI’s Engineering and Delivery groups and also be the intake for all new operations and support request for the group..  The role asks for strong thought leadership and expert technical skills. The role serves as (level 3) operational support in troubleshooting and provisioning of solutions. 

 

Qualifications

 

You should have excellent knowledge of the following various components, and be proficient with the Cisco development environments: 

 

1)     5+ year experience in IP Telephony and Contact Center Support environments.

 

§  Cisco Unified Communications Manager (Call Manager)

§  Cisco Unity Connection

§  Cisco Unified Intelligent Contact Management Enterprise (ICM)

§  Cisco Unified Customer Voice Portal (CVP)

§  Operation Manager (OM)

§  Provisioning Manager (PM)

§  NICE Resource Optimization  – Total View

§  Verint – Ultra Call Recording tool

§  VIM – Reporting and Real time Display (Exony)

§  Script Editor

§  Call Studio

§  CUSP, CUBE, VXML gateways

 

Protocols

§  SIP (VoIP)

§  Q.931 (ISDN)

§  TCP/UDP

§  RTP

 

• Third and last level of support to diagnose and resolve incidents/problems with hardware and software.
• Support engineering/delivery teams with infrastructure changes/major updates, including quarterly maintenance windows or any changes to the infrastructure (Production).
• Coding experience in Power Shell, Python, REST api
• Define/Update Operations & Support Processes.
• Onboard any new request/infrastructure to support.
• Lead all tooling discussions and maintain tool platform.
• Owns Support Escalation Processes to external vendors of
• DRP Plan, Patching Process, etc…
• Identification and escalation of situations requiring urgent attention.
• Demonstration of sound reasoning and use of methodical processes in problem solving.
• Application of creativity/initiative in the generation of alternative solutions to incidents.
• Approachable and works productively and collaboratively with others.
• Highly organized and able to multi task in a fast paced, dynamic environment.
• Appropriately escalates issues and decisions to others when needed.
• Strong communication skills, both verbal and written are essential in order to interact with support groups (French and English).
• Strong team player and self-motivate.
• Ability to work on call rotation.
• undefined Job requirements§  Computer Science degree in an appropriate discipline (an asset)§  Minimum of five (5) years of relevant experience§  Technical solution integrator profile§  Cisco CCVP or CCIE certification preferred
   Please review this opportunity with your Manager and submit the Internal Application Form along with your resume to Julie Couture, Team Leader.   In addition to the internal posting a parallel search will be conducted in the external marketplace. This position qualifies for the Referral Bonus Program.See Referral Policy for more details and Cash in Now!  At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential. TD is committed to providing accommodations. Please let us know if you require an accommodation – we will work with you to meet your needs.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.