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We are looking for a candidate to join the Media Operations & Innovation department in the role of Media Support Specialist.

You will ensure the successful daily operations of all properties including: Sportsnet, SN Now, Citytv, Radio, as well as all Digital services by means of the new state-of-the-art Content Operations Facility, purpose-built for Rogers Media. You will be responsible to monitor, communicate, and report on all Media platforms, systems, and applications, including the converged network that transports all content coast-to-coast across Canada. You will actively participate in the continuous improvement and integration of emerging technologies into an agile, flexible, and scalable broadcast ecosystem.

What you will do…

• Monitor the overall health of all Rogers Media networks, video and audio platforms, systems, and applications
• Tier I & Tier II support for all network Incident and Event (Problem) Management - identify the problem condition, triage, isolation, dispensing appropriate actions to resolve [minor], and escalate [major] issues.
• Communicate with engineering and technology teams implementing resolutions to defects or inefficiencies in the media environment.
• Compliance Monitoring - Ensure adherence to CRTC regulations. – including but not limited to:  Audio Loudness violations, Described Video, Closed Captioning (overlapping text, missing, garbled)
   

What you will bring…

• Excellent communication, collaboration, and interpersonal skills
• Detail-oriented and able to prioritize under pressure.
• Proven analytical and problem-solving skills.
• Experience based knowledge of Evertz, Cisco, Signiant, Zabbix, Conviva, Haivision, JIRA considered an asset
• Experience based knowledge with IP networks and broadcast switching and routing
• Experience in broadcast video/audio codecs (MPEG2, MPEG4, J2K) and video over IP standards (SMPTE 2022 and 2110) would be an asset
• Understanding of the fault, trouble management, notification and escalation process is an asset
• Strong interpersonal skills to collaborate with cross-functional teams.
• Ability to thrive in a dynamic 24/7 environment
• This role is based on a scheduled rotational shift (24/7 environment)
   

Here’s what you can expect in return:

• A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
• A manager who deeply cares about your development and long-term career at Rogers
• A team that trusts and wants to win together
• Smart and accomplished colleagues who are focused on both the “what” and the “how”

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Broadcasting & TV Operations

As the Senior Digital Product Manager, Wealth Web, you will contribute to the overall success of the Digital Wealth roadmap and drive a dedicated backlog with partners in Digital Product Design, Wealth Management, and Engineering.  You will oversee the rollout of an industry leading digital web experience, and be responsible for engaging customers, incorporating feedback from participants, prioritizing key features and experiences, and more. You will be responsible to partner with other product managers, bank stakeholders, software engineers, and designers, to translate the client journeys into actionable, prioritized backlog deliverables and follow through to delivery.   Critical to success in this role is the ability to build strong relationships with partners (both internal and external) and lead large-scale, multi-faceted programs. This role ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role you will:

• Leader in agile product management to prioritize effectively and manage inter-dependencies across key scrum teams 

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Prioritizes and manage a dedicated backlog with partners in Digital Product Design, Wealth Management, and Engineering, at Scotia Digital

• Partners closely with Product Design and Engineering to ensure a user experience across client segments that is logical, engaging, and accessible

• Partners closely with business stakeholder teams to ensure an effective operating and delivery model

• Uses data to drive decisions, building hypotheses, testing and iterating, including planning for the right incorporation of data and analytics strategies into roadmap

• Maintains a prioritized backlog, supports the creation of detailed user stories, and participates in sprint planning and review activities.  Engages day to day with the scrum teams, clarifying questions nad helping with decision making.

• Plans for and considers reusability of Canada components in other markets across the Bank’s International footprint.

• This will be a Technical Product leadership role

• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 

• Champions a high-performance environment and contributes to an inclusive work environment. 

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Minimum 5 years experience in building customer facing digital products

• Managed a technology product or a digital journey end to end, from inception to delivery

• Ability to build trusted relationships, instill confidence and influence stakeholders

• Experience with financial products and services in direct investing and/or wealth management

• Master of identifying and solving ambiguous problems to drive customer and business value

• Knowledgeable about multiple functional areas such as Product Management, Agile/Scrum, Engineering, UX/UI Design, Finance

• Excellent organizational and analytical skills with strong attention to detail

• Curious and experimental mindset to drive innovation 

• Great verbal and written communication skills, with the ability to engage and influence stakeholders at different levels in the organizations

• Engineering, Computer Science or Business degrees considered an asset

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  

• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

 
 
Working location condition: Hybrid
 
#LI-Hybrid

The Role

The Senior Telecommunications & Contact Centre Support Analyst is responsible for ensuring the ongoing 24/7 operations of Voice System, Contact Centre, Digital Signage, Back Office Call Recording Platforms, Fax over IP solution and Readerboard/Wallboard solution for Contact Centre by providing the most effective service. Duties include: monitoring systems, providing timely responses to queries and alarms and working with vendors to effectively support the Tangerine production environment and proactively make recommendations for system enhancements and performance. This role has responsibility to ensure that systems and applications are compliant according to Tangerine compliance and address all security vulnerabilities. This role also creates and maintains documentation for call flows for back-office Voice System, procedures, systems configuration and all communication line details. This position will report directly to the Senior Manager, Telecommunications and Contact Centre Solutions.

Some of the Key Accountabilities include:

• Administer and respond to inquiries on: AudioCodes Session Board Controller and Media pack; Skype for Business Enterprise Voice; Microsoft Teams Voice; Call recording Platforms (AudioCodes SmartTap and ASC); Poly meeting rooms solution for audio and video conferencing; Fax over IP solution; PRIs, SIP trunks, Toll-free Numbers and DIDs; Digital Signage solution; Readerboard/Wallboard solution for contact centre & Contact centre phones deployment and troubleshooting (Poly VVX)
• Good experience with Genesys Contact Centre platform (IVR, Inbound, Outbound, Reporting, e-Services, Dialer, Call recording and Logs Analysis)
• Assist the contact center team on Genesys platform (pure connect on premises and cloud)
• Good experience with Microsoft Teams
• Administer and Document Skype for Business Enterprise Voice platform and Response Groups
• Administer, configure and document Skype call recording and Teams call recording platforms
• Administer, configure, upgrade, document and maintain Fax over IP solution
• Document and maintain Digital Signage and Contact Center Readerboard solution
• Responsible for maintaining ongoing security patches for all supported systems ensuring on-time resolution of vulnerabilities according to Tangerine compliance
• Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution
• Create and maintain telecommunication procedures, checklists and documentation. Ensure workflows and voice communication line detailed information is current
• Provide timely response to queries, Helpdesk tickets/requests and reports/escalates issues relating to the Telecommunications infrastructure
• Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems
• Provide support to IT Development initiatives in matters relating to Telecommunications
• Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance
• Assist in the planning and implementation stages of relevant Telecommunication projects
• Executive support for Tangerine departments in their individual communication events when required
• Manage Telecommunication system performance, capacities and utilization through planning monitoring and tuning
• Maintain and Monitor SIP Trunk and PRI circuits
• Configure, Upgrade, Document, Maintain and manage Audiocodes and SBC/MP gateways
• Deploy, support and prepare documentation for Poly meeting room solution
• Should be able to work on site at least 3 days per week

What You Will Bring to Succeed:

• University or College Degree in Computer/Electrical Engineering or related subject
• Minimum 5 years of work experience with Telecommunications, Telephony and Contact Centre systems
• Experience with the Genesys Contact Centre Platform
• Well-versed with Audio Codes Gateway/Session Boarder Controller and Media Packs
• Experienced with Poly Real Presence, Poly VVX phones, Poly RealConnect
• Planning and configuration of Skype for Business phones experience
• Configure, deploy and manage MS Teams devices experience
• MS Teams Telephony experience
• Voice call recording and call routing, Digital Signage and Content display experience
• Networking and VOIP technologies, Hands-on experience with SIP solutions experience
• Migration experience from Skype to Teams is nice to have

The Role

The Senior Telecommunications & Contact Centre Support Analyst is responsible for ensuring the ongoing 24/7 operations of Voice System, Contact Centre, Digital Signage, Back Office Call Recording Platforms, Fax over IP solution and Readerboard/Wallboard solution for Contact Centre by providing the most effective service. Duties include: monitoring systems, providing timely responses to queries and alarms and working with vendors to effectively support the Tangerine production environment and proactively make recommendations for system enhancements and performance. This role has responsibility to ensure that systems and applications are compliant according to Tangerine compliance and address all security vulnerabilities. This role also creates and maintains documentation for call flows for back-office Voice System, procedures, systems configuration and all communication line details. This position will report directly to the Senior Manager, Telecommunications and Contact Centre Solutions.

Some of the Key Accountabilities include:

• Administer and respond to inquiries on: AudioCodes Session Board Controller and Media pack; Skype for Business Enterprise Voice; Microsoft Teams Voice; Call recording Platforms (AudioCodes SmartTap and ASC); Poly meeting rooms solution for audio and video conferencing; Fax over IP solution; PRIs, SIP trunks, Toll-free Numbers and DIDs; Digital Signage solution; Readerboard/Wallboard solution for contact centre & Contact centre phones deployment and troubleshooting (Poly VVX)
• Good experience with Genesys Contact Centre platform (IVR, Inbound, Outbound, Reporting, e-Services, Dialer, Call recording and Logs Analysis)
• Assist the contact center team on Genesys platform (pure connect on premises and cloud)
• Good experience with Microsoft Teams
• Administer and Document Skype for Business Enterprise Voice platform and Response Groups
• Administer, configure and document Skype call recording and Teams call recording platforms
• Administer, configure, upgrade, document and maintain Fax over IP solution
• Document and maintain Digital Signage and Contact Center Readerboard solution
• Responsible for maintaining ongoing security patches for all supported systems ensuring on-time resolution of vulnerabilities according to Tangerine compliance
• Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution
• Create and maintain telecommunication procedures, checklists and documentation. Ensure workflows and voice communication line detailed information is current
• Provide timely response to queries, Helpdesk tickets/requests and reports/escalates issues relating to the Telecommunications infrastructure
• Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems
• Provide support to IT Development initiatives in matters relating to Telecommunications
• Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance
• Assist in the planning and implementation stages of relevant Telecommunication projects
• Executive support for Tangerine departments in their individual communication events when required
• Manage Telecommunication system performance, capacities and utilization through planning monitoring and tuning
• Maintain and Monitor SIP Trunk and PRI circuits
• Configure, Upgrade, Document, Maintain and manage Audiocodes and SBC/MP gateways
• Deploy, support and prepare documentation for Poly meeting room solution
• Should be able to work on site at least 3 days per week

What You Will Bring to Succeed:

• University or College Degree in Computer/Electrical Engineering or related subject
• Minimum 5 years of work experience with Telecommunications, Telephony and Contact Centre systems
• Experience with the Genesys Contact Centre Platform
• Well-versed with Audio Codes Gateway/Session Boarder Controller and Media Packs
• Experienced with Poly Real Presence, Poly VVX phones, Poly RealConnect
• Planning and configuration of Skype for Business phones experience
• Configure, deploy and manage MS Teams devices experience
• MS Teams Telephony experience
• Voice call recording and call routing, Digital Signage and Content display experience
• Networking and VOIP technologies, Hands-on experience with SIP solutions experience
• Migration experience from Skype to Teams is nice to have