Systems Engineer ( Telecom Services

Job Summary

The Systems Engineer, Telecom Services will be responsible for all aspects involved in supporting and ensuring optimal performance and reliability of Bayshore’s telecommunications infrastructure.

• Ensure efficient and effective call routing, agent workflows, and customer experiences.
• Proactively review and support the configuration of existing deployments to ensure alignment with technical and business requirements.
• Continually assess system performance and implement improvements to enhance efficiency, reliability, and scalability.
• Maintain correct and up‑to‑date technical documentation, including system configurations, call flows, IVR scripts, and other relevant information.
• Develop agent training documentation for consistent and effective onboarding and ongoing skill development.
• Prepare monthly metrics reports to provide insights into performance, KPIs, and customer satisfaction levels.
• Stay updated on industry best practices and emerging technologies related to contact center operations and customer experience.
• Configure and implement using ITIL best practices within the enterprise telecom workplace.
• Evaluate current voice and data networks and provide solutions tailored to specific requirements.
• Create or update policies, procedures, and standards.
• Collaborate closely with business partners, internal teams, and vendors on telephony projects and initiatives.
• Provide technical support and resolve complex issues using the established Service Ticketing system.
• Assist in developing long‑term strategies and capacity planning for future telecommunications network and system needs.
• Remain current on new transport protocols, methods, products, and standards supporting VoIP systems development and equipment procurement.
• Participate in a 24x7 on‑call weekly rotation.

• College diploma or university degree in Telecommunications, Computer Science, or a related field.
• Minimum of 2 years of equivalent work experience in contact centre and telecommunications engineering with a focus on CCaaS platforms and Cisco Unified Communications.
• Relevant certifications such as CCNA Voice, CCNP Voice, or CCIE Unified Communications (desired).
• Experience creating custom call flows for inbound and outbound calls in a Cisco contact center environment (UCCX scripting).
• Proven experience with CCaaS platforms:
  Five9 (preferred), Cisco Webex, Genesys, Ring Central.
• Experience with implementation and administration of Cloud Contact Centres and enterprise‑level CCaaS platform troubleshooting.
• In‑depth knowledge and experience working with call center technologies: ACD, IVR, and voice recording systems.
• API development tools proficiency for designing, developing, and maintaining robust APIs for telephony tasks and administration.
• Strong expertise in Cisco IP telephony, technologies, and solutions, with advanced troubleshooting skills.
• Strong analytical, problem‑solving, critical thinking, and communication skills, both oral and written.
• Service orientation, ability to communicate ideas in both technical and user‑friendly language.
• Willingness to work all levels of Service Requests and Incidents (L1–L3).
• Ability to conduct independent research into IT security issues and products.
• Highly self‑motivated, directed, attentive to detail, and able to prioritize tasks in a high‑pressure environment.
• Experience working in a collaborative environment.
• Knowledge of Canadian and healthcare data privacy practices and laws.

Bayshore Healthcare, National Office, Mississauga, ON (Hybrid – at least 2 days onsite weekly).

The Systems Engineer, Telecom Services reports directly to the Manager, Telecom Services.