Enterprise Unified Communications Specialist

GlobalRelay; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

GlobalRelay is seeking an Enterprise Unified Communications Specialist to join their team. This role involves working closely with customers to implement UC services, ensuring project success, and providing technical assistance. Candidates should have 3+ years of experience in technical or sales customer service, ideally in a SaaS environment. The position offers a competitive salary range of $70,000 to $90,000 CAD, along with a comprehensive benefits package within a diverse and inclusive work culture.

Benefits

Subsidized meal program

Comprehensive extended health benefits

Annual vacation days

Corporate bonuses

RRSP contribution matching

Qualifications

• 3+ years of experience in technical and/or sales customer service.
• Minimum 2 years SaaS implementation experience.
• Ability to understand technical and business requirements.

Responsibilities

• Provide world-class service in deploying Global Relay services.
• Manage high profile client setups independently.
• Troubleshoot complex issues related to project implementation.

Skills

Technical Customer Service

Sales Experience

Problem-Solving

Interpersonal Communication

Technical Writing

Analytical Skills

Networking Principles

SaaS Implementations

Education

Undergraduate Degree

Tools

SalesForce

Microsoft Office Suite

Scripting (PowerShell, etc.)

Job description

Enterprise Unified Communications Specialist

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

As part of the Enterprise Services Team, the Enterprise UC Specialists work with customers in executing the technical onboarding of Global Relay’s UC services and are subject matter experts for data integration. The Enterprise UC Specialists work in collaboration with the Enterprise Services onboarding team and customer IT resources to implement UC services in scope, provide guidance on best practices, and drive implementation progress. UC Specialists are trusted client advisors helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and efficiently. The UC Specialist is expected to engage with customers pre-sales and post-sales to ensure adoption of Global Relay services. This team is available 24x7 for working with customers globally.

The primary function of the Enterprise UC Specialist is to participate in the provisioning of our most strategic and demanding accounts and work to ensure the success of the customer’s implementation. Working collaboratively as part of the Enterprise Onboarding Team the UC Specialists will assist in the mentoring of internal resources and ensuring Global Relay clients receive the support necessary to ensure growth and adoption of the platform.

Your responsibilities:

• Provide world class service in the deployment of Global Relay services and resolving customer enquiries
• Responsible for the setup, and support of the Global Relay UC product suite
• Build strong relationships with Customers, Partners, and other Global Relay Teams
• Ensure client project deadlines are met in an efficient and professional manner
• Work with clients to determine required workflows and implement solution leveraging best practices
• Provide both pre/post-sales front-line technical assistance to Global Relay customers
• Own technical vendor relationships and liaise with product on requirements & enhancements
• Be the point of contact for technical service escalation, including customer inquiries with respect to product, sales demos or other questions
• Troubleshoot complex issues related to project implementation
• Continually work with Product Managers to understand current offerings and roadmap
• Serve as the voice of the customer to drive continuous improvement across the product
• Acts as the technical expert and provides knowledgeable service during demonstrations of Global Relay products
• Complete implementations for clients with unlimited number of users and highest complexity
• Ensure errors or omissions in Provisioning documentation or wiki articles are addressed
• Perform peer reviews of new service implementations
• Manage high profile client setups independently while providing guidance to Project Managers and Business Development

About you:

• 3+ years of experience in technical and/or sales customer service
• Post-secondary education (minimum of an undergraduate degree is preferred)
• Minimum 2 years SaaS implementations experience which must include experience in a customer facing role
• Ability to understand technical as well as business requirements and accurately capture technical notes
• Solid understanding of the delivery and implementation of product from a customer perspective
• Outstanding organizational skills and attention to detail
• Experience using SalesForce or other CRM system is highly desirable
• Adaptability to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle
• Demonstrates a history of being able to work effectively with groups with at different levels of technical and process experience
• Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio)
• Strong analytical and problem-solving skills with significant attention to the smallest details
• Strong understanding of domains, networking principles, message flow, email protocols, and DNS
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
• Ability to create and run Excel Macros, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts preferred
• Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP and other industry certifications are desirable

Working conditions:

Enterprise UC Specialist coverage is needed 24x7 leveraging a "follow the sun" model. Weekend and off hours availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations are required.

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range:

$70,000 - $90,000 CAD

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com .

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Upon submission of your application, the personal data contained in your application will be collected by Global Relay Communications Inc. (“Global Relay” or “Controller”), whose headquarters are located at 220 Cambie Street, 2 nd Floor, Vancouver, BC, Canada, V6B 2M9. Global Relay can be contacted at [phone]. Global Relay’s data protection officer is Laurence Lafond, who can be contacted at [e-mail] .
Your personal data will be processed for the purposes of managing Global Relay’s recruitment related activities. This includes organizing and conducting interviews, assessing your suitability for the role, organizing and conducting tests (as applicable) and evaluating the results of such tests, and other processing activities that Global Relay deems necessary in the recruitment and hiring process. This processing is permitted under Article 6(1)(f) of Regulation (EU) 2016/679 (GDPR) and Article 6(1)(f) of UK General Data Protection Regulation for the purpose of Global Relay’s legitimate interests, which include growing the business and recruiting and hiring personnel best suited for roles at Global Relay. Further information on our legitimate interests may be available upon request. If you are applying for a role in the UK and Global Relay processes personal data relating to criminal offences or convictions under Article 10 of GDPR and UK GDPR, Global Relay will do so on the condition of “consent” as permitted under Section 29 of Schedule 1 of the Data Protection Act, 2018 (c.12). Global Relay may utilize automated decision and profiling tools, such as Predictive Index, to assist in determining whether a candidate is suitable for a particular role. Failure by an applicant to provide personal data required by Global Relay for the recruitment and hiring process may result in the applicant being removed from consideration for the role.
Global Relay is headquartered in Canada. Accordingly, upon submission, your personal data will be transferred to Canada, which is considered by the European Commission to provide adequate protection for the collection of personal data from EU data subjects. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf, and may be shared with other third party service providers to the extent necessary for the assessment of candidates, to conduct tests for applicants or perform other due diligence necessary in the recruitment process (including, for example, credit checks or criminal offence checks). Where personal data is transferred to counties that are not considered to provide adequate protection by the European Commission (e.g. the United States), the transfer of your personal data to third parties in those countries will be transferred under additional safeguards permitted under GDPR, such as Standard Contractual Clauses.
If you are rejected from a role your personal data will be retained by Global Relay, by default, for 365 days from the completion of your submission for a particular role. Under the GDPR, you have the right to data portability, to request access to your personal data, to request that your personal data be rectified or erased, to request that processing of your personal data be restricted, and the right to object to processing. You also have the right lodge a complaint with an EU supervisory authority. To the extent that you have questions or concerns about your personal data, please reach out to [e-mail] .