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

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 chance 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

📌 SENIOR IT SUPPORT ANAL (Canada)
🏢 TD Bank Group
📍 Canada