We’re searching for a Senior Configuration Analyst, Telecommunications. Are you searching for new possibilities? This is a hybrid role based out of our Head Office in Surrey, BC

In this role, you’ll play a key part in shaping and supporting the communication systems that keep our teams and clients connected. From optimizing contact center technology to driving improvements across unified communications platforms, you’ll have the opportunity to make a meaningful impact while working alongside a collaborative and forward-thinking IT team.

If you’re passionate about telecommunications, enjoy solving complex technical challenges, and are excited by the chance to influence evolving technologies in a growing organization, this could be the opportunity you’ve been looking for.

Expected Compensation: The expected hiring range for this role is $78,400- $98,000 with a 35-hour work week. Your rate of pay will be determined based on your individual qualifications and experience, while considering internal equity.

Westland also offers a competitive annual short-term incentive program that enables employees to share in the rewards of the business and emphasizes the measures that are key to our success.

Westland is committed to continuous learning where employees can grow their potential and write the stories of their careers. Financial assistance is available for approved work-related training/development courses leading to certification, and programs that offer professional development, including seminars and conferences.

Discover what’s possible, with Westland.

The Westland story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Westland proves that building a great business means taking care of clients, communities, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.

As the Senior Configuration Analyst, Telecommunications, you will be responsible for configuring, managing, and optimizing unified communications and VoIP solutions, including platforms such as Genesys, Microsoft Teams, and RingCentral. This role involves assisting with the gathering, development, and documentation of configuration requirements, as well as planning and executing configuration tasks. Additionally, the role includes providing level 1 and 2 support for call center and all modes of telecommunication solutions within the organization.

Interested in learning more?

Why you’ll love Westland

• An open, flexible and welcoming workplace
• Plenty of opportunities to grow and learn
• Autonomy to drive your own success
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• A total rewards program that takes care of your financial, physical, and mental health
• Flexible paid Values Days to celebrate days important to you
• Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients

Why we'll love you

• You have at least seven years of experience in telecommunications with at least five years specifically focused on deploying and supporting Genesys CCaaS solutions
• You have a bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field, or equivalent professional experience
• You have proven experience with unified communications platforms, telephony systems, including VoIP, PBX, and advanced call center technologies
• You are proficient in mobile device management (MDM) solutions and have experience supporting enterprise mobile communication systems
• You have a strong background in managing telecommunications contracts, procurement processes, and billing procedures, ensuring optimal cost management
• You have an in-depth understanding of telecommunications and network technologies, including familiarity with relevant protocols and architecture
• You possess knowledge of Genesys CCaaS omni-channel features, including:
• Integrated customer journey mapping for seamless interactions across channels (voice, email, chat, social media)
• AI-driven tools for enhancing customer experiences through chatbots, Real-time analytics and reporting, WFM, and intelligent routing
• Exceptional problem-solving and analytical skills with a focus on identifying and implementing effective solutions
• You have relevant industry certifications in networking and telecommunications, such as CCNA, Microsoft Certified: Teams Administrator Associate, or Genesys certifications, Project management Experience are strongly preferred
• You are capable of working cross-functionally with technical and non-technical stakeholders are have effective communication and collaboration skills

Once here you’ll

• Handle day to day contact center operations including end user issues as part of daily operations and support.
• Configure and maintain UC and VoIP systems – Genesys CCaaS.
• Perform routine checks and updates to maintain system performance and security for both VoIP and mobile communications.
• Troubleshoot and resolve issues related to VoIP configurations, performance, and mobile device management.
• Manage and support mobile devices and mobile device management platforms to ensure seamless mobile communications and security across the organization.
• Provide support to end-users on new systems, features, and mobile device usage.
• Project & Technical Leadership - Leading technical requirements gathering on migration projects and enhancements.
• Deploying Genesys cloud configurations and developments.
• Assist in the planning and implementation of system upgrades and expansions, including enhancements to telephony and mobile communications.
• Collaborate with IT and network teams to ensure seamless integration and efficient operation of both fixed and telecommunication systems.
• Stakeholder & Vendor Management - Working with and managing stakeholders in various contact center initiatives.
• Work with vendors and external partners where applicable. This includes phone number porting, call forwarding, account management and inquiries.
• Participate in telecommunications annual operating plan management, ensuring correct billing and invoice processing for telecommunication services.
• Documentation & Compliance - Efficiently documenting technical processes and solution intents.
• Document processes, configurations, and upgrades thoroughly for future reference and compliance with telecommunication related policies, standards, and guidelines.
• Continuous Improvement: Staying updated with the latest developments in VoIP/CaaS and mobile technologies, as well as cybersecurity practices.

Want to get to know each other better? Send your resume our way.

You belong here

We strive to be much more than a great place to work. Here, you join a collective of incredibly vibrant, purpose driven, and open-minded people. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. You will be supported and respected for who you are and for the voice you add to the conversation.

At Westland, you will feel the power of community. Westland Insurance Ltd. is an inclusive organization that values diversity in its workforce. We listen, champion equity and diversity, and create safe welcoming spaces where everyone has a voice and is free to be themselves. Westland Insurance Ltd. encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

If you require a disability-related accommodation in order to participate in the recruitment process, please contact the recruitment team by email at careers@westlandinsurance.ca