Onsite
Toronto, Ontario
Montréal, Québec
Full time
R_1512738
**Work Location:**
Toronto, Ontario, Canada
**Hours:**
37.5
**Line of Business:**
Technology Solutions
**Pay Details:**
-
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 Summary_
**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 responsible for providing a frontline support role to TD Bank's Contact Center Infrastructure.

The role requires knowledge of UCCE and VoIP environments.

The IT Analyst manages maintenance functions, diagnostics, advanced incident management and surveillance of all components associated with Voice and UCCE environments.

He will also perform the programming, implementing solutions into production and building the required technical and operational documentation if required.

Will be required to be on duty rotation to support the platform and make production implementation after business hours.

The role serves as (level 2) 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:
·
5 year experience in IP Telephony and Contact Center Support environments.
o
Cisco Unified Communications Manager (Call Manager)
o
Cisco Unity Connection
o
Cisco Unified Intelligent Contact Management Enterprise (ICM)
o
Cisco Unified Customer Voice Portal (CVP)
o
Verint – Ultra Call Recording tool
o
VIM – Reporting and Real time Display (Exony)
o
CUSP, CUBE, VXML gateways
o
NICE Resource Optimization
– Total View
·
Protocols TCP/UDP/SIP/RTP
·
Genesys Pure

Engage Cloud experience a plus.
·
Second level of support to diagnose and resolve incidents/problems with hardware and software.
·
System administration and coordination of technical changes to the hardware and software.
·
System monitoring and health checking (level 2), including performance and capacity reporting.
·
Maintain system uniformity and ensure compliance with rules and standards (Watch dog).
·
Responsible to Report on all KPIs (availability, incidents, changes, etc.).
·
Identification and escalation of situations requiring urgent attention.
·
Demonstration of sound reasoning and use of methodical processes in problem solving.
·




Applies creative/initiative in the generation of alternative solutions to incidents.
·
Highly organized and able to multi task in a quick 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.

Nice to have:
·
Computer Science degree in an appropriate discipline (an asset)
·
Technical VoIP, Network or Server administrator profile
·
Cisco CCNP certification preferred
**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 (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)
**Additional Information:**
We're delighted that you're considering building a career with TD.

Through regular development conversations, training programs, and a competitive perks 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.
US Labor & Employment Posters
(https://tdbank.site.findly.com/wp-content/uploads/sites/3875/2026/07/USApplicant

Rights_revised_7-13-2026.pdf) | California Privacy (https://www.td.com/us/en/personal-banking/privacy/california/)

Accessibility (https://www.td.com/us/en/personal-banking/universal-footer/accessibility/)
FAQ (https://cdn-static.findly.com/wp-content/uploads/sites/3345/2024/08/02032545/FAQ_EN.pdf)
**Our Values**
At TD we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior.

In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care.

No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
**Our Commitment to Diversity, Equity, and Inclusion**
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported.

We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
**Helping to Make an Impact in Communities – TD Ready Commitment**
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future.

That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative.

Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health.

It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

Learn more: Canada (https://www.td.com/ca/en/about-td/ready-commitment)
US (https://www.td.com/us/en/about-us/communities/ready-commitment)
Europe & Asia Pacific (https://www.td.com/ca/en/about-td/ready-commitment)
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.

📌 IT Support Analyst IV (Toronto)
🏢 TD Bank
📍 Toronto