Description
General Description:
Senior Telephony Engineer is responsible for design and planning for the telephony solutions. Collaborate with other IT teams to integrate telephony systems to the overall IT infrastructure. Conduct research on emerging telephony technologies and recommend improvements. Provides technical assistance by attending to telephony related issues and concerns, if required.
Main Responsibilities
- In charge of the TELUS international's global telephony operations stability. Manages and supports the Global Telephony Operations in which the sole objective is to ensure the continuous availability and reliability of the TI Telephony system
- Manages and resolves telephony P1/P2 incidents and outages
- Support the resolution of complex incidents and outages when required
- Design and plan the company's telephony infrastructure, monitoring and maintaining the health of telephony systems to ensure uninterrupted and high quality voice communication
- Perform in-depth analysis of telephony requirements and documents them for new customer launches and complex changes
- Collaborate with other technology teams to integrate telephony systems with other enterprise applications and systems, ensuring seamless communication across platforms
- Conduct capacity planning to anticipate and accommodate the organization's growing telecommunications needs, ensuring scalability and performance optimization; define budget to support organic growth, new clients and integration of newly acquired companies
- Maintain accurate documentation of telephony configurations, procedures and troubleshooting steps
- Perform peer reviews and approval on Method of Procedures for changes to be implemented by Telephony Administrators, ensuring consistency with the architecture frameworks.
- Engage telephony vendors to negotiate contracts, manage service level agreements and stay informed about emerging telephony technologies
- Act as a third point of contact to provide technical expertise and support related to telephony infrastructure to other technology stack teams
- Act as backup lead/manager when need arises.
- Support pre-sales requirements and participate in budgetary exercise
About Company
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
