Associate Telecommunications Analyst - 6 months

Company: CGL
Department: IT - Ent Inf & Ops Serv
Employment Type: Temporary Full-Time (6 months)
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is an asset.

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility.

 As the Associate Telecommunications Analyst, you will provide technical support for the enterprise telephony platform, Genesys Cloud. In this role, you will be responsible for completing administrative tasks and troubleshooting technical incidents to ensure reliable system performance.

• Experience with Genesys Cloud and Service Now.  

Completion of daily tasks :

• Efficiently process user additions, deletions, and changes within Genesys Cloud, ensuring employees have timely and accurate access to the telephony platform and correct features.
• Minimize onboarding delays and reduce downtime by maintaining accurate user profiles, extensions/DID’s, queue assignments, etc.

Troubleshooting of daily incidents:

• Proactively and reactively troubleshoot telephony-related incidents, including call quality issues, connectivity problems, and configuration errors.
• Recommend improvements to workflows, documentation, and support models when inefficiencies are discovered.
• Collaborate with support teams (Service Desk, Technical Platform Support, etc.) to assist with troubleshooting or to streamline escalation paths and processes.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support your peers.
• You are able to follow both written and verbal instructions.
• You work well independently to manage requests and troubleshoot issues, while also collaborating effectively with teams to resolve incidents and improve overall telephony operations.

• You have 3 years of experience in a technical environment or a related field.
• You have completed post-secondary education in Information Technology or a related discipline.
• Strong analytic and critical thinking skills, with attention to detail.
• Excellent communication (written and verbal) and collaboration skills
• Bilingual language capabilities in English and French will be an asset.
• Organized, curious, and willing to ask questions.
• Interest in the insurance industry and a desire to learn.
• Available to work from our Guelph, Burlington, or Mississauga office.

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate. 

• Training and development opportunities to grow your career.   
• Flexible work options to support personal and family needs.  
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.  
• Paid volunteer days to give back to your community.  
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Salary information​

Expected salary range $50,280 to $83,800

Salary placement​

“The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.”​

Incentive/Variable pay ​

“Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.”