Voice & Data Specialist | Lightspeed Commerce | Remote (Canada)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Lightspeed is looking for a Voice &amp; Data Specialist to join our rapidly scaling team. The successful candidate will be responsible for the ongoing support and maintenance of the existing Telephony and Contact Center solutions as well as the transition to Genesys Cloud platform from newly acquired companies. The candidate should be able to design and implement Genesys Cloud environment configuration, implementation, and deployment to production. The candidate will be passionate about contributing to an organisation focused on continuously improving the customer and employee experience. Furthermore the candidate will provide key coaching and support for fellow junior IT staff, helping them grow into potential Voice &amp; Data Specialists.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Primary Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Using agile methodologies, partner with product managers and product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Work with technical teams and business leaders to design, develop, and maintain IVRs, call flows &amp; reports.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Assist in the implementation of Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech &amp; Customer Journey Analytics, and Advanced Reporting</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage phone numbers (DIDs) and maintain carrier relations while being mindful of telecom regulations</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Supporting and maintaining high-security environments (PCI, GDPR, etc.)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide technical guidance, plan and execute migration from acquired platforms to Lightspeeds Telephony &amp; Contact Center platforms</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Support the evaluation and implementation of new enterprise technologies as Lightspeed scales.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide day-to-day support to Lightspeed employees; address technical questions, troubleshoot issues with vendors, and provide coaching on Lightspeed&#8217;s IT systems.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Create and maintain a Telephony platform knowledge base.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Requirements:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">5+ years of hands-on experience in information technology, ITIL/ITSM, and/or technical operations, preferably at a high-growth start-up</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong experience with Cloud enablement of contact center solutions</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience architecting and designing complex queuing/routing, call flows, and conversational flows for a complete customer journey</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience in implementing capabilities including but not limited to: softphone, analytics, call recording, workforce management</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Assets:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Genesys Cloud or equivalent ( Interactive Intelligence )</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Amazon Web Services (AWS), Amazon Connect, Outreach, Fuze, Vonage (formerly NewVoiceMedia), Aircall</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience integrating Genesys Cloud with Salesforce, Zendesk, OneLogin, Workato</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with ServiceNow</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Understanding of VoIP network troubleshooting tools and protocols such as Wireshark, VOIP, SIP, RTP, SRTP &amp; QoS</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with PCI, SOX, SOC1, SOC2 Compliance and GDPR/CCPA</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated high level of detail orientation and organizational skills</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Highly collaborative and team-oriented; comfortable leading cross-functional projects</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A customer-centric approach to end-user support; able to explain technical concepts clearly to a variety of technical and non-technical stakeholders across an organisation</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Good time management skills and good understanding to prioritise works</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Passion for identifying and mitigating potential data and system security threats through creative problem-solving</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Systems thinker motivated by solving complex problems and building scalable processes</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent English written &amp; verbal communication skills</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">What’s in it for you:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Join a growing team and help us move to the next level</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Amazing benefits &amp; perks, including equity for all Lightspeeders</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Constant development of both your skill-set and business acumen with limitless growth opportunities</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Lots of autonomy, flexible work culture</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Innovation time to explore and learn at work</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Shaping the company by joining cultural &amp; technical committees</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Tons of growth opportunities into technical or people management roles</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Opportunity to join a fast-paced, high-growth company</p>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story</p>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">…. And enjoy a range of benefits that will keep you happy, healthy and (not) hungry.</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Lightspeed equity scheme (we are all owners).</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Flexible paid time off and remote work policies.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Health insurance.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Contributions to your pension plan &#8211; RRSP.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Health and wellness benefit of $500 per year.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Paid leave and assistance for new parents.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Mental health online platform and counseling &amp; coaching services.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Training opportunities to grow your skills and career</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Volunteer day.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fully stacked kitchen (hot and cold beverages, meals served)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Happy hours to build your relationships with colleagues after work</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Where to from here?</strong><br />
<!-- -->Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our <a href="https://www.lightspeedhq.com/careers/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">career page here</a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Who we are:</strong><br />
<!-- -->Powering the businesses that are the backbone of the global economy, Lightspeed&#8217;s one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Lightspeed handles your information in accordance with our <a href="https://www.lightspeedhq.com/legal/applicant-privacy-statement/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Applicant Privacy Statement</a>.</p>