Senior Configuration Analyst, Telecommunications

Westland Insurance Group Ltd.; Surrey; Hybrid; CAD 78,400 - 98,000; Full time

Benefits offered by this job

Competitive salary

Annual short-term incentive program

Financial assistance for training

Comprehensive total rewards program

Flexible paid Values Days and Paid Volunteer Days

Job summary

Westland Insurance Group Ltd. is looking for a Senior Configuration Analyst in Surrey, BC to handle unified communications and VoIP solutions. This hybrid role involves configuring and optimizing systems like Genesys CCaaS and Microsoft Teams, providing technical support, and managing contact center operations. Candidates should have significant telecommunications experience, preferably with Genesys solutions, and a Bachelor's degree in a related field. The role offers a competitive salary and various benefits, including professional development opportunities.

Qualifications

• 7+ years of telecommunications experience, with 5+ years in Genesys CCaaS.
• Proven experience with VoIP, PBX, and call center technologies.
• Industry certifications in networking and telecommunications preferred.

Responsibilities

• Configure and manage VoIP and unified communication solutions.
• Lead technical requirements gathering for migration projects.
• Provide level 1 and 2 support for telecommunications solutions.

Skills

Telecommunications experience

VoIP technologies

Problem-solving skills

Unified Communications platforms

Education

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field

Tools

Genesys CCaaS

Mobile Device Management solutions

Job description

Senior Configuration Analyst, Telecommunications

Hybrid role based out of the Head Office in Surrey, BC.

Overview

As a Senior Configuration Analyst, you will configure, manage, and optimize unified communications and VoIP solutions, including Genesys, Microsoft Teams, and RingCentral. Your responsibilities include gathering and documenting configuration requirements, planning and executing configuration tasks, and providing level 1 and 2 support for call center and telecommunication solutions across the organization.

Key Responsibilities

• Handle day‑to‑day contact center operations and end‑user issues.
• Configure and maintain UC and VoIP systems – Genesys CCaaS.
• Perform routine checks and updates to maintain system performance and security for VoIP and mobile communications.
• Troubleshoot and resolve issues related to VoIP configurations, performance, and mobile device management.
• Manage and support mobile devices and device‑management platforms to ensure seamless mobile communications and security.
• Provide support to end‑users on new systems, features, and mobile device usage.
• Lead technical requirements gathering on migration projects and enhancements.
• Deploy Genesys cloud configurations and developments.
• Assist in planning and implementing system upgrades and expansions, including telephony and mobile communications enhancements.
• Collaborate with IT and network teams to integrate and operate fixed and telecommunication systems.
• Stakeholder and vendor management for contact center initiatives.
• Manage phone number porting, call forwarding, account management, and related inquiries.
• Participate in annual operating plan management, ensuring accurate billing and invoice processing for telecom services.
• Document technical processes and solution intents for compliance and future reference.
• Stay updated with the latest developments in VoIP/CaaS, mobile technologies, and cybersecurity practices.

Qualifications & Experience

• At least seven years of experience in telecommunications, with at least five years focused on deploying and supporting Genesys CCaaS solutions.
• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field; or equivalent professional experience.
• Proven experience with unified communications platforms, telephony systems (VoIP, PBX), and advanced call center technologies.
• Proficiency in mobile device management (MDM) solutions and enterprise mobile communication support.
• Strong background in managing telecommunications contracts, procurement processes, and billing procedures for cost optimization.
• In‑depth understanding of telecommunications and network technologies, including relevant protocols and architectures.
• Knowledge of Genesys CCaaS omni‑channel features:
  • Customer journey mapping for seamless interactions across voice, email, chat, and social media.
  • AI‑driven tools for enhancing customer experience (chatbots, real‑time analytics, workforce management, intelligent routing).
• Exceptional problem‑solving and analytical skills focused on effective solutions.
• Industry certifications in networking and telecommunications (e.g., CCNA, Microsoft Certified: Teams Administrator Associate, genesys certifications); project‑management experience is strongly preferred.
• Effective cross‑functional communication and collaboration skills with technical and non‑technical stakeholders.

Benefits

• Competitive salary range: $78,400–$98,000 for a 35‑hour week.
• Annual short‑term incentive program.
• Financial assistance for approved work‑related training and certification.
• Professional development programs, including seminars and conferences.
• Comprehensive total rewards program for financial, physical, and mental health.
• Flexible paid Values Days and Paid Volunteer Days.

Legal Information

Westland Insurance Ltd. is an inclusive organization that values diversity. We 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 to participate in the recruitment process, please contact the recruitment team by e‑mail at [e-mail].