Position Profile


Job Title:  Senior Telephony Technical Specialist

Work Unit:  Shared Services / Service Delivery / Contact Centres

Ministry:   Service Alberta

Competition Number:  1041192

Date:  March 2017
 

Purpose

 

Background:

Within the GoA there are ten ministries that operate contact centres. These centres are located in 16 distinct physical locations across Alberta; supporting 30 unique lines of business (operational programs) and respond to approximately 2.5 million phone calls each year. The majority of the 2.5 million calls (75.6%) are received by Human Services and Service Alberta Shared Services. Teams within both ministries support the end user as well as maintain telephony equipment and applications.

Purpose:

Reporting to the Manager of Contact Centre, the Senior Telephony Technical Specialist plays a significant role in supporting contact centres and telephony applications. The individual also supports multi-ministry management vision of current and future contact centre strategies to ensure continued improvement in the delivery of services to contact centres. This position requires ongoing learning to keep abreast of new technologies as well an in-depth understanding of the inter-operability of products/applications, their dependencies and limitations as well as how to program, troubleshoot and maintain applications. The purpose of this role is to ensure contact centres are operational 24/7, 365 days per year, contact centre technology needs are met, technical support staff are trained and abreast of advancements in technology and functionality offered in applications is used to full capacity. To follow is an estimated breakdown of time allotted to duties:

  • Leadership 25%: Provide leadership to a team of professional technical support staff. Supervise, recruit, train, develop, coach and monitor staff providing Tier I and Tier II contact centre systems support.
  • Operational/Systems Continuity 40%: Ensure contact centre technology is operational 24/7/365.
  • Capacity Planning, Metrics and Reporting 20%: Lead the development, analysis, use and improvement of capacity planning methodologies, metrics and reporting.
  • Technology Advancement and Business Development 15%: Assist management to plan and implement new contact centre technology advancements such as remote agents, web chat, SMS, social media, etc. to improve and expand services Albertans expect.

The primary responsibilities are to provide comprehensive technical support to contact centres and perform a lead role in coordinating the delivery of contact centre Tier I and II technical support. The incumbent must have a solid understanding of contact centre platforms and provide quality customer service in a highly technical environment. This position is the primary contact for all technical matters in the branch and is responsible for ensuring consistent service levels.

The Senior Specialist is responsible for providing leadership, training, and overall operational performance. Other leadership responsibilities include coaching, evaluating and monitoring staff providing Tier I and II services.

This position develops and maintains statistical information related to internal service levels (volume and response time of service requests) as well as external service levels (SLs). The individual will manage the unit and team members’ service levels by regular monitoring outputs for quality control purposes as well as manage vendor SLs. The Senior Specialist will work with vendors to identify service level concerns, formulate and propose service improvement options and work with vendors to implement improvements.

This position researches and identifies service improvement opportunities, compiles comprehensive evidence-based business cases for consideration of changes, expansions, decommissioning, etc. and leads projects to implement approved service improvement or re-engineering initiatives.

This position works closely with management, peers, support staff, vendors and multi-ministry contacts to plan, develop, coordinate and maintain an effective and efficient system of technical services and performance monitoring. The goal is to sustain standardized, reliable, secure and preferred services helping contact centres deliver programs and services to Albertans.

Currently there are 27 contact centres supported by Service Alberta Contact Centre and Human Services. These numbers fluctuate frequently as new lines of business are added.

  • Service Alberta Contact Centres
    • Parks Reservations
    • Tourism Trip Planning
    • MyAlberta Digital Identity
    • MyAlberta eServices
    • Health Care Insurance Plan
    • Consumers
    • Registries
    • Citizen’s Services Centre
    • Provincial Radio Contact Centre
    • Seniors Home Adaptation and Repair Program (SHARP)
    • Energy Efficiency Alberta Program
  • Human Services Contact Centres
    • Alberta Supports
    • Employment Standards
    • Occupational Health and Safety
    • Alberta Health Benefits
    • Income Support Contact Centre 24/7
    • Canada - Alberta Jobs
    • Career and Employer Service
    • Automated Reporting Card
    • Child Care Subsidy
    • Financial Management
    • Income Support File Transfer
    • TCIS
    • Central Region Alberta Works
    • Immigrate to Alberta
    • Safer Spaces
    • Learner Income Support Processing

Telephony Support Units will provide support to multi-ministry contact centres as well as all shared equipment. The Lead Hand will work closely with multi-ministry contacts to manage support provided through Tier I and II services as well as coordinate problem tickets, troubleshoot and/or complete root cause analysis.

This individual will provide support relating to telephony applications. Some of these specific applications include:

  • Avaya Communication Manager (CM)
  • Speech Server
  • Advanced Speech Recognition (ASR)
  • Avaya Application/TomCat Server
  • Avaya Aura Orchestration Designer (OD)
  • Media Processing Platform (MPP) server
  • Avaya Experience Portal Manager (EPM) in lab and production environments
  • Avaya Contact Center Control Manager (ACCCM)
  • Nice Call Recording
  • Avaya Call Management System (CMS) supervisor reporting
  • Avaya Modular Messaging – Voice Mail
  • Avaya Elite Multichannel (EMC), Call Center Elite (CCE)
  • Avaya Managed Services (AOS) – Avaya Ticketing
  • Avaya Site Administrator
  • Avaya Application Enablement Services (AES)
  • Avaya OneX (Softphone)
  • Avaya WebLM
  • Avaya Forms Designer
  • Avaya Contact Recorder (ACR)

The Senior Telephony Technical Specialist will require a comprehensive understanding of each of these applications and ensure staff have the necessary skill level and knowledge of the same to complete programming in each area. In addition, the incumbent will also be experienced in computer technology and best practices on how to incorporate contact centre systems.

The incumbent will be an active member of the Leadership Team, participating on various internal committees, supporting management’s long term vision and the health and well-being of employees.

This position is responsible for administration, maintenance and support of GoA contact centre and telephony equipment across multi-ministries.

Responsibilities and Activities

  1.

OPERATIONAL/SYSTEMS CONTINUITY

Systems Administration

  • Troubleshoot system failures/outages and user difficulties/issues. Responds to outage and alert notifications from vendors.

  • Performs root-cause analysis to specify what happened and how to minimize from reoccurring. Take proactive measures to minimize likelihood of re-occurrence.
  • Subject matter expert on telephony systems, applications and contact centre infrastructure.
  • Leads system integration with other applications, i.e. Knowledgebase, survey system, voice recording systems, reporting systems, etc.
  • Provide direction, information and technical support/guidance to Tier I and II support roles.
  • Lead and direct Tier II troubleshooting and root cause analysis efforts from start to resolution.
  • Serve as the first escalation point for complex contact center problems and customer service issues that cannot be resolved by a Tier II resource.
  • Document findings and shares with other contact center support teams.
  • Login daily to Avaya AOS to ensure tickets are attended to in time as per SLA; reopen any ticket not resolved to GoA satisfaction.

End result: Contact centre technology is operational 24/7/365 enabling GoA staff to provide services to Albertans any time of day.

Change Management

  • Represent Contact Centre Technical Support Team with Service Alberta Modernization and Telco vendor related to change management in configuring telephony systems tasks and  maintenance schedules, upgrades/updates.
  • Release management: determine what changes, enhancements, refreshes, etc. are necessary considering impacts on other contact centres and GoA systems.
  • Adhere to GoA Change Management policies and schedules.
  • Coordinate with GoA networking team and vendor regarding any work performed.
  • Schedule change management in configuring contact centre systems tasks and maintenance schedules, upgrades, updates, break/fix activities, etc.
  • Ensure documentation of change is received and distributed appropriately.

End Result: Only changes that are necessary will take place and any risks will be mitigated to avoid any interruption to contact centre or other GoA services and applications. Stakeholders are in agreement and each knows their tasks and timelines.

Server Backup

  • Oversee and be accountable that contact centre server/application backups have succeeded. If unsuccessful, engage telephony vendor to investigate root cause of failure.
  • Prepare plan to implement any change(s) required to system(s) to ensure completion of backup. Coordinate with telephony vendors.

End Result: Ministries have 100% confidence their information is backed up, with full access at any given time.

System Updates and Break/Fix

  • Analyze application patches/upgrades and make recommendations to the Contact Centre Manager which application updates should be applied, considering impacts on other systems, applications contact centres and GoA systems and network security.
  • Consult with GoA networking and security teams as well as vendor(s) prior to implementing.
  • Oversee work with vendors on upgrades, system changes, etc. Provide detailed information to vendor related to architecture, system impacts, system design, dependencies, etc.
  • Sign off on project plans prior to implementation.
  • Ensure new software patches/updates/upgrades are tested and fully functioning prior to deploying to agent desktops.

End Result: Contact centres are running current releases on applications and inter-dependent applications continue to run without glitches or disruption and minimal to no interruption to end user.

Disaster Recovery Testing

  • Perform system fail-over testing to ensure that system redundancy is working as designed two times per year, or whenever a new service is added.
  • Prepare lessons learned document and update technical documentation.
  • Validate server/application backup succeeded. If unsuccessful investigate root cause of failure.
  • Prepare plan to implement changes required to execute a complete system backup.
  • Brief management on testing results, issues, mitigations and retesting activities.

Trouble Reporting

  • Lead and direct Tier I and Tier II troubleshooting and problem resolution efforts.
  • Consult with Telco related to trunking issues; with application vendor related to application failures or glitches and work through to resolution.
  • Complete testing and validation prior to closing tickets.
  • Update Knowledge Articles.
  • Ensure internal ticketing system captures critical information and provides statistical and trending report data
  • Establish and manage internal service levels.
  • Manage external vendor service level agreements and ensure targets are met.
  • Keep contact centres abreast of outages/interruptions and resolution ETAs.

End Result: Internal and external support teams SLAs are met. Contact centres experience minimal interruptions.

Perform System Health Checks

  • Regularly monitor and document system/equipment performance. Raise concerns/issues to appropriate vendor and management.
  • Continuously monitor system capacity and performance.
  • Maintain call center system operations by monitoring system performance, identifying and resolving problems, completing system audits and analyses, managing system and process improvement.
  • Analyze, identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions (tools available: Avaya HealthCheck web-based tool, Avaya Software Compatibility Audit report (ASCA), Configuration Validation Tool, Root Cause Analysis (RCA), etc.).

End Result: Systems are managed proactively; unnecessary crashes are mitigated because regular system monitoring is in place.

Technical Documentation

  • Maintain contact centre systems technical documentation and diagrams.
  • Determine support services that can be delegated to the GoA Help Desk and provide Knowledge Articles for the same.
  • Oversee the creation of Tier II Knowledge Articles and ensure articles are stored in a repository that is easily available to technical support staff.

Contact Centre Call Flows

  • Troubleshoot call flow glitches: program traces on agent log-ins when required, then gather and decipher data for root cause analysis.
  • Re-program ACD to resolve or provide alternate options as necessary.
  • Maintain documentation and architectural diagrams of all queues.

End Result: Albertans are connected to the right contact centre and the right advisor.

Interactive Voice Recognition System (IVR)

  • Oversee the development and implementation of new applications.
  • Define business requirements, application technical designs and specifications for a new IVR application.
  • Perform IVR application testing,troubleshooting and quality control by using the Orchestration Designer Speech Application Simulator and console logs.

End Result: IVR applications run without interruption and meet business unit’s needs.

Server Room Maintenance

  • Ensure room is secured, maintained, at correct temperature and clear of any debris.

End Result: 100% confidence servers are performing as required and ministries react proactively to ensure equipment is operating without failure. Server room is secure and up to appropriate standards according to GoA and vendor specifications.

     
  2.

CAPACITY PLANNING, METRICS AND REPORTING

Capacity Management

  • Maintain up to date inventory of all the licences that apply to each application/system noting that numerous licenses can be required for each system.
  • Analyze IVR station licenses and ports as well as examine concurrent port usage to ensure ministries are maintaining sufficient capacity.
  • Reconcile contact center software licencing across multi-ministries.
  • Alert management of discrepancies and low inventory and offer solutions.
  • Manage storage capacity for all systems (e.g. call recording, archived calls, back up servers, etc.).

End Result: Ministries have sufficient licenses on hand to operate and allow for immediate crisis response (as reasonable). Ministries will avoid unnecessary costs of maintaining too much inventory and capitalize on quantity purchases.

Reporting and Metrics

  • Lead the development analysis, use and improvement of contact centre reporting and metrics.
  • Generate key reports for management in regards to system availability, service level agreements, uptime, average ticket resolution time, etc.
  • Prepare detailed contact center performance reporting; compile data, analyze trends, and summarize key findings.
  • Generate MS SQL queries from other applications, i.e. knowledge base, survey system to prepare reports.
  • Provide monthly dashboard reports to all ministries.

End Result: Ministries are able to quantify service delivery levels, enable cost recovery, accurately report performance in ministry operational plans and make informed decisions related to contact centre operations.

     
  3.

LEADERSHIP

Staff Management

  • Recruit, lead, train and develop professional staff providing Tier I and II systems support.
  • Conduct regular performance reviews that include coaching, career development and goal setting.
  • Identify individual and team training needs; establish training plans using internal and external training providers.
  • Seek budgetary approval for training and coordinate for staff.
  • Create a positive work environment that encourages information sharing, team-based resolutions, cross-training, and process improvement.
  • Work to build a fair, safe and healthy work environment.

Supervision

  • Monitor and track team and individual outputs; compare against established KPIs and share as appropriate.
  • Observe employee performance and provide individual feedback. Performance manage employees if/when necessary encouraging and noting any improvements.
  • Delegate work as appropriate.
  • Conduct regular staff meetings.
  • Weekly review of previous period’s support metrics (results); delegate and prioritize tasks.
  • Collect and analyze employee time utilization; prepare summaries.

Self-development

  • Maintain professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
  • Continuously display APS values on the worksite.

Training

  • Provide direct training and direction to professional technical support staff.
  • Oversee training provided to end users; accountable for end users receiving the necessary training to complete their roles as contact centre advisors and supervisors.

End Result: A high performing and highly satisfied team of technical professionals that meet established Key Performance Indicators (KPIs) across multi-ministries despite any staff absenteeism.

     
  4.

TECHNOLOGY ADVANCEMENT AND BUSINESS DEVELOPMENT

Business Needs Analysis

  • Work with contact centres to understand their business.
  • Analyze, identify and articulate new opportunities to increase functionality and/or enhance service offerings.
  • Ensure full functionality utilization of current contact centre systems. Incorporate capabilities and features not currently used as appropriate.

Contact Centre System Utilization

  • Provide recommendations to management on potential telephony system changes and feature additions/modifications that could improve current service delivery and KPIs.
  • Participate in IT and corporate-lead technical initiatives.
  • Research new technology and evaluate viability to meet or exceed business requirements and goals considering any budgetary constraints.

Set Up New Contact Centres

  • Oversee the creation of call flow design, business rules, required functionality, etc. for business units.
  • Approve research of existing resource capacity (servers, licenses, lines, ports, etc.) and determine additional resources required.
  • Prepare financial analysis to onboard new contact centre(s).

Project Coordination

  • Coordinate project tasks.
  • Oversee the creation of new sites in lab environment:
    • Create UAT Scenario Test Cases.
    • Supported Requirements Traceability.
    • Execute UAT Test Cases.
    • Identify and logged test case defects.
    • Escalated project issues and risks to Project Manager.
    • Migrate to production upon successful testing.
  • Delegate preparation of required Service Requests (SRs).
  • Ensure as-built technical and design documentation for new site is complete and stored.
  • Mitigate risks; oversee user acceptance tests; sign off on successful test completion.

End result: Proven capability of onboarding new contact centres with ease and within short timelines providing staff with functionality that meets and/or exceeds business processes and outcomes.

Administration

  • Create or adapt an internal ticketing system for implementation and evaluation.
  • Oversee acquisition of end user hardware and software.
  • Oversee reconciliation of assets and approve surplus documents for old equipment.

Scope

 

Working with multiple ministries with differing priorities, business requirements and financial resources is a challenging environment. The incumbent must exercise sound judgement when interacting with diverse working groups with differing goals. Developing positive working relationships is critical to this role. The incumbent must implement strategies to reduce resistance to change, resolve problems creatively and respectfully resulting in achievement of GoA’s long term vision for contact centres.

This role is responsible for day to day operational decisions as well as exerting influence on high level decisions. Rationale for decisions must be defendable and justifiable. The incumbent will use an evidence-based decision making approach.

This role provides an opportunity to be creative developing system solutions and implementing in a manner that best aligns with the GoA’s corporate strategy.

In addition to internal stakeholders, this position deals with many external vendors and industry professionals. Developing and maintaining effective working relationships is essential.

Knowledge, Skills and Abilities

 

Knowledge:

Responsible for maintaining in-depth technical expertise across multiple products and solutions with at least one solution specialization. Demonstrated knowledge of the following product architecture, components, features and functions:

  • Speech Server
  • Advanced Speech Recognition (ASR)
  • Avaya Application/Tomcat Server
  • Avaya Aura Orchestration Designer (OD)
  • Media Processing Platform (MPP) server
  • Avaya Experience Portal Manager (EPM) in lab and production environments
  • Avaya Contact Center Control Manager (ACCCM)
  • Nice Call Recording System
  • Avaya Call Management System (CMS) supervisor reporting
  • Avaya Modular Messaging – Voice Mail
  • Avaya Elite Multichannel (EMC), Call Center Elite (CCE)
  • Avaya Managed Services (AOS) – Avaya Ticketing
  • Avaya Site Administrator
  • Avaya Learning Portal
  • Avaya Application Enablement Services (AES)
  • Avaya OneX (Softphone)
  • Avaya WebLM
  • MS SQL Server

Experience:

  • Technical
    • Experience designing, implementing and supporting telecommunications systems including PBX telephone systems and VoIP technology.
    • Experience and understanding of general telecom system architecture, complex contact center system, applications, and support.
    • Experience with contact center scripting, skill set routing, call flow development, supporting multi-site networked contact centre, report analysis, metrics and traffic analysis.
    • Knowledge of and familiar with disaster recovery and business continuity planning and processes.
    • Experience within or across telecom vendor technologies with deepen in-depth knowledge of one or more vendor technologies (e.g. Cisco, Avaya/Nortel).
    • Mature understanding of technical support processes and work flow.
    • Knowledge of ITIL v3 and IT change control management.
    • MS SQL database administration and queries development.
  • Non-technical
    • Previous experience as a lead in a functional area, managing cross functional teams or supervisory experience including hiring, training, assigning work and managing the performance of staff.
    • Make recommendations to management on potential telephony system changes and feature additions/modifications that could improve current service delivery and improve KPIs.
    • Participates in IT and corporate-lead initiatives. Researches new technology and evaluates viability to meet or exceed business requirements and goals.
    • Research existing resources capacity (servers, licenses, lines, etc) to support the new contact center site, prepare additional resources requirements and participate in budget cost setup.

Skills and Abilities:

  • Technical
    • Possess an in-depth knowledge of call center systems:
      • Vectors and skill based routing.
      • Creating and manipulating VDNs and variables.
      • System configuration.
      • Routing plans.
      • Service hours tables.
      • CMS Supervisor.
      • MACDs (moves, adds, change and delete) adding users and keeping track of user licenses.
      • Avaya One-X Agent client support.
      • Avaya IP Agent and Modular Messaging.​
    • Demonstrated ability to quickly learn new technical skills.
    • Ability to understand technical documentation and maintain as-built diagrams.
    • Ability to perform (advanced level) configuration, testing, and troubleshooting of telephony contact center systems.
    • Ability to identify means of integrating technical support requirements with enterprise processes and strategies.
    • Ability to identify technological opportunities and create information system solutions to meet the needs of business units across multi-ministries.
    • Ability to develop management reporting and provide forecasting by monitoring the performance and the telephony system capacity.
    • Strong Microsoft Office Suite skills: Word, Excel, PowerPoint, Visio, Project, and SharePoint.
  • Non-technical
    • Proven leadership skills and experience.
    • Ability to mentor others to develop their skills and knowledge.
    • Ability to set, meet or exceed targets.
    • Ability to clearly and concisely communicate technical information to non-technical customers at all levels of the organization.
    • Excellent written and oral communications skills, including presentations, so communications are articulate, clear, and positive with a tone appropriate for varying audiences.
    • Demonstrated analytical, interpersonal and project management skills.
    • Ability to work independently on project deliverables in a fast-paced, ambiguous environment.
    • Ability to convey a sense of urgency and drive issues to closure, follow through and meet commitments.
    • Ability to identify and establish goals independently, anticipate shifting priorities and design appropriate business strategies in response.

Education:

  • Associate or Bachelor’s Degree in Computer/Information Sciences, Mathematics, Business/MIS or a related field is preferred or a combined equivalency of knowledge and skills obtained through education, training and experience in order to provide theoretically sound advice and guidance.
  • ITIL Foundations certification required.
  • Minimum five years related telecommunications experience.
  • Avaya Certifications an asset:
    • Avaya Aura Communication Manager – Basic Administration
    • Customizing CMS Reports Workshop
    • Avaya Aura Call Center Elite Multichannel Overview
    • Avaya Control Manager Administration LAB
    • Avaya Call Management System Report Fundamentals
    • Introduction to Call Center Operations (Assessment)
    • Avaya Aura® Call Center Elite Implementation and Maintenance Exam (3304)
    • Avaya Aura® Communication Manager Administration Exam (3100)
    • Avaya Aura Orchestration Designer for Developers

Contacts

 
  • Management team: to provide advice, recommendations and to receive direction.
  • GoA technical ministry contacts: to implement, maintain and trouble shoot contact centre equipment and applications; change management; onboarding new services or ministries.
  • GoA non-technical ministry contacts: Information Security Office, Human Resources, Infrastructure, Accommodations, business unit leadership teams across multiple ministries.
  • External vendors: to implement, maintain and trouble shoot contact centre equipment and applications; change management; onboarding new services or ministries.
  • Professional technical staff: provide daily direction and support.

Supervision Exercised

 
  • Tier 1 Contact Centre Technical Support
  • Tier 2 Contact Centre Technical Support

 

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