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

- 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 rapid 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
- 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 toproviding accommodations. Please let us know if you require an accommodation – we will work with you to meet your needs.

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
- SIP (VoIP)'li>
- Q.931 (ISDN)
- TCP/UDP
- RTP

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 ar

📌 SENIOR IT SUPPORT ANAL (Toronto)
🏢 TD
📍 Toronto