Cisco Webex Calling & Contact Center Administrator

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a Cisco Webex Calling & Contact Center Administrator to join BrokerLink and work out of Alberta, Ontario or our Atlantic region. On a Permanent FT basis.

To be a successful candidate, you will need to have a strong background administering and managing Cisco Webex Calling and Cisco Webex Contact Center in a fast-paced contact center environment. You will require solid understanding of telecommunications and voice services, including call recording. You will also need to be able to implement, administer, and troubleshoot IVR's, hunt groups, queues and call flows. Ability to work after business hours as required. Fluency in Microsoft operating systems and productivity suites.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2024

What the Role Entails:

• Add, delete, manage user licenses, assign roles, configure user profiles.
• Configure system settings, such as redirect on no answer settings, business hours & prompts.
• Configure and manage call routing to ensure calls are directed to the appropriate agents.
• Set up and configure auto attendants, group voicemail boxes and virtual lines.
• Designs and implements new call flows, queues, hunt groups, users and teams.
• Generate and interpret reports, including call queue analytics and customer call back statistics.
• Monitors and maintains telecom services and system integrations for availability and quality.
• Troubleshoot, diagnose, and resolve hardware, software, and service problems.
• Work with project managers on multiple projects and initiatives at various stages of completion.
• Create and maintain documentation and SOPs.
• Provide end-user technical support and training.

The Successful candidate will have:

*If you feel you have the equivalent skills, please apply*

• University Degree or College Diploma in related discipline or applicable professional experience.
• Proficiency in using the Webex Control Hub for provisioning including user license provisioning, configuring user profiles, authentication, and single sign-on (SSO).
• Strong skills in managing customer interactions and configuring auto attendants, group voicemail boxes, virtual lines, hunt groups, queues and call flows.
• Ability to troubleshoot technical issues related to Webex Calling and Webex Contact Center.
• Familiarity with API calls and troubleshooting communication issues between Webex Contact Center and other systems.
• Experience in generating and interpreting reports, including call queue analytics and customer call back statistics.
• Knowledge of configuring system settings, such as Redirect on No Answer (RONA) settings, business hours and prompts.
• Strong understanding of skills-based routing.
• Strong technical support background.
• Strong documentation skills.
• Excellent English communication skills (verbal and written).
• Team player, self-starter, and ability to think and resolve issues independently.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!