RBC Financial Group

Toronto, Ontario, Canada

Contact Centre Technical Consultant

My responsibilities were to provide contact centre and voice network consulting to the Contact Centre Technology Infrastructure group, based in Toronto, Ontario, with client offices located throughout Canada. The telecom equipment was primarily Nortel Symposium Call Centre Servers (SCCS), Call Server 1000M PBXs, Meridian Mail, and other integrated telephony products.

In a consulting role, projects included; new technology assessment – Nortel Symposium Call Centre Server (SCCS) / Symposium Web Client (SWC) / Succession 4 software release (specifically VoIP features); new technology implementation planning; technology life–cycle review; test lab design; voice network configuration design and review; and co–ordination of equipment upgrades.

General services involved; third line technical support; initiating and tracking call centre change requests; liaising with vendors / suppliers; and general telecom consulting.

Key accomplishments:

Took ownership of troubleshooting a key contact centre server bug and worked with vendor to issue resolution.

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