Tech Implementation Specialist

Date: Jun 9, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

The Technical Implementation Specialist, Voice is a role reporting to the Senior Manager, Voice services.  The Voice Implementation team delivers complex voice solutions for enterprise customers in their adoption of unified communications and cloud application solutions.  This role is significantly involved in the technical support role for delivery of new voice product or non standard voice solution deployment and customer training.

The Technical Implementation Specialist is expected to operate independently, with little supervision. This role is part of a delivery team for SIP, Virtual Contact Centre, Unison and other related Rogers Unified Communications Solutions, which is normally comprised of Senior Business Analysts, Solution Architects, Project Managers, Technical Implementation Delivery and customer delivery team members.

The Voice portfolio includes; SIP Trunking and Network infrastructure, Virtual Contact Centre, Unified communication, Toll Free and porting

The Technical Implementation Specialist leads the delivery of the standard and non standard Functional Specifications, Support customer requirements for User Acceptance Testing (UAT) and Training. The Voice expert is heavily engaged with Rogers Solutions Architects, Solutions Specialists, Complex Solutions Project Managers, as well as Rogers Unified Communications Delivery Partners and Vendors throughout customer journey.

The Technical Implementation Specialist is also accountable to ensure the Customer is supported throughout the services discovery process, which may be comprised of Executive Workshops, Assessment and Design Engagements and support the Customer through a hand-off to Architecture and Design, and Solutions Delivery activities, User Acceptance Training, Close-out and Transition to Support activities. As required, the Technical Implementation Specialist will be re-engaged with the Customer to support delivery of additional features or future phases of work related to their assigned portfolio.

Additional duties for this position include:

  • Leading the planning of engagement deliverables and assuming overall responsibility for Business Requirement document; gathering and scoping customer needs, work plans as well as issue and risk management
  • Providing engagement oversight and steering strategic direction leading to a “Likely to Recommend” outcome Ensuring alignment with the Complex Solutions Project Manager and Delivery Partners.
  • Supporting the Customer’s Technical and Business Stakeholders in their definition, interpretation and application of business and technical requirements, features and tools.

What you will do:

  • The role location is specified as Brampton but can be any Rogers site/location including Quebec
  • Engaged in Non standard voice delivery and support customer implementation teams in successfully delivering on complex voice solutions
  • Engage in new voice product launch
  • Lead voice technical teams in addressing any customer technical issues during implementation
  • Assist with the discovery and qualification process to ensure that customer delivery and implementation engagements are accurately scoped for net new opportunities as well as Change Requests.
  • Lead Business Requirements Workshops, definition of the Functional Specifications Align with Sales & Network Architects and Delivery Partners on final Solution Design.
  • Perform review of Build prior to customer handoff for UAT
  • Support Customer through User Acceptance Testing
  • Lead customer Training:  planning, content updates, delivery and follow up Support Customer close-out and transition to Operational Support activities.
  • Articulate and present the Rogers value proposition to existing and potential customers as it relates to the Voice Implementation team mandate
  • Oversee the delivery of Services engagements by evaluating value creation and risk mitigation against desired business outcomes.  Some oversight capacity may be required during solutions delivery build sign-off processes.
  • Lead internal resources and partners to ensure that high customer satisfaction is achieved.
  • Develop and continue refining consulting methodologies and intellectual property.
  • Work with and help coordinate other Rogers Business Units to ensure a seamless customers experience (Customer Delivery, Implementation, Network, Sales, etc.)
  • Develop governance strategies, change management processes, and communication plans for Proof of Concept/Proof of Value/Pilot initiatives for end customers.

What you bring:

  • Minimum of 5+ years’ experience in a technical lead position in Unified Communications, supporting customers in technical discovery, migration planning and cut-off activities, end user training and transition to support/managed services
  • 3 to 5 years’ experience in deploying Virtual Contact Centre or call modules within Customer Relationship
  • Management Solutions. Preference to candidates with experience in deploying average project size of $500,000 or greater.
  • Proven track record of successful project execution in unified communications solutions: specifically in Virtual Contact Centre and Enterprise Voice.
  • Ability to explain networks design, call loads, call flows, SIP Core, SIP trunking and Switching for business considerations in adoption of unified communications and collaboration solutions
  • Strong networking knowledge LAN,WAN, Switches, routers, SBC
  • Strong knowledge in Call Centre, Connected Workspaces, Mobile Workforces and Industry trends like Bring Your
  • Own Device, App Platforms, Mobile Device Management
  • Exceptional partnering skills and good relationships across all functions
  • Proven change leader
  • Deep knowledge of Unified Communications practice area (business capabilities)
  • Experience with envisioning, architecture and deployment of large customer deployments
  • Ability to articulate customer corporate strategy to motivate team members to achieve business outcomes. Excellent problem solving skills
  • Entrepreneurial, highly motivated and adaptable
  • Exceptional ability to persuade, convince, negotiate with influence in order to support objectives
  • Bachelor of Commerce, Communications or Engineering from an accredited university
  • Certification in Interactive Intelligence (Genesys),Total Connect Virtual Contact Centre products, Cisco Networking(CCNA and others could be an asset)
  • Bilingual – English and French is preferred

 

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 219979
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Information Technology & Engineering 


Job Segment: Implementation Manager, Engineer, Consulting, Cisco, Risk Management, Technology, Engineering, Finance

Location: Brampton, ON, CA

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