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Rogers Communications Canada Inc.

Bilingual Supervisor UC/Contact Centre

Location
Montreal, QC
Details
Full Time
10 hours ago
Bilingual Supervisor UC/Contact Centre

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada's largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:

Unified Communications, a division of Rogers for Business, performs end-to-end engineering, operation, and management of the Unified Communications network and platform. Our team is actively expanding, and we are in search of highly motivated individuals with a strong interest in the evolution of voice technology.

The Rogers for Business Unified Communications offering is rapidly growing with a comprehensive suite of next-generation IP Voice Services to offer to the Canadian SME and Enterprise market segments. We are looking for a UC Contact Centre Consultant to join the Unified Communications Provisioning and Implementation Team.

What you will do:
  • Organize and implement the onboarding of new Contact Center customers, supporting the overall growth of the Unified Communications product line
  • Play a key role in the execution of new customer cut-over to Rogers' service
  • Work with the Client to implement and test their customized call flow requirements
  • Work with third parties to perform implementation and service acceptance testing
  • Manage issues related to cut-over by working with third-party providers and the engineering team when required


What you will bring:
The successful candidate will be bilingual in English and French and will need to be very comfortable working with both customers and vendors in both languages. You will work with customer and vendor primes to gather requirements, then coordinate, manage and test implementations/upgrades. Additionally, you will prepare Methods of Procedure (MoPs) for upgrades and changes to a customer's contact centre.
The following areas of expertise are required:

  • Bilinguilism is a must (french and english)
  • Knowledge of Voice over IP and/or SIP Trunking
  • Order entry and management experience
  • Agility and responsiveness when faced with unforeseen issues
  • Strong and confident communication skills with both customers, peers, and managers
  • Excellent organization and attention to detail


Required experience:
Contact Centre Experience:
• Understanding contact centre requirements and workflows
• Queues
• IVRs
• Agent management
• Typical call centre reporting
Knowledge of Asterisk
• Configuring extensions
• Configuring dial plans
• Integrating with SQL databases
• Using global and local variables
Experience with SIP Tracing
• Knowledge of the major SIP RFC's
• Understanding the components of a SIP URI
• Familiarity with common SIP flow (early media, delayed ack, codec negotiation, etc)
• Troubleshooting specific SIP error responses (486, 480, 500, 503, 603, etc)
SIP endpoints
• IP-PBXs (Cisco, Avaya, Sangoma, Mitel)
• IP Phones (Polycom, Yealink, Cisco, Mitel)
• IP Soft Clients (Bria, Zoiper)
Networking
• Understand the OSI model
• Distinguish media vs signaling in VoIP telephony
• Capture and analyze packets

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 95 Topflight Drive(4210), Mississauga, ON
Travel Requirements: None
Posting Category/Function: Marketing & Product Development
Requisition ID: 271218

Together, we'll make more possible, and these six shared values guide and define our work:
  • Our people are at the heart of our success
  • Our customers come first. They inspire everything we do
  • We do what's right, each and every day
  • We believe in the power of new ideas
  • We work as one team, with one vision
  • 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: Sales & Marketing

    Location:
    Montreal, QC, CA Ottawa, ON, CA Mississauga, ON, CA Toronto, ON, CA

    Being a Rogers team member comes with some great perks & benefits including:
    • Health & well-being benefits
    • Donation matching
    • Paid time off for volunteering
    • Wealth Accumulation including: Pension plan & Employee stock options
    • Generous employee discounts
    • Leadership development, Mentorship, and Coaching programs

    *available for full-time and part-time permanent employees, some restrictions apply

    Looking for career guidance and inspiration?

    Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

    Job Segment: Call Center, QC, Product Development, Cisco, Customer Service, Bilingual, Quality, Research, Technology
    Category
    Software and Programming Customer Service and Support

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    About Rogers Communications Canada Inc.

    At Rogers, every day we wake up with one purpose in mind - to connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. To bring loved ones together f...

    Read More
    Industry
    Telecommunications
    Size
    10,000+ employees