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| Job Title: |
Telecom Trainer |
| Location: |
Oakville, Ontario, Canada |
| Posted: |
6/16/2010 |
| Starting: |
ASAP |
| Type: |
Contract |
| Travel: |
Flex |
| Dress Code: |
Business Casual |
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Job Description:
A Telecom Designer/Trainer is responsible for the design and delivery of end-user training as part of an IPT implementation. At post-implementation, he/she works as a liaison between the end-user and the system engineer to diagnose and troubleshoot issues, ensuring customer satisfaction. The Telecom Designer also works closely with TCS and the PMO to develop Unified Communications project documentation and templates, to streamline processes and ensure customer satisfaction on all IPT engagements.
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Must Have Skills:
CORE ACCOUNTABILITIES
Design and develop Unified Communications training library, including reference guides and PowerPoint presentation decks for IP phone models, Unity voicemail, Contact Center, Presence, Meeting Place, etc.
Design and deliver interactive end-user training sessions for UC products, including IP phone, Unity voicemail and contact centre operations.
Provide post-implementation support, working closely with the end-user and system engineer, to diagnose, test and troubleshoot telephony issues.
Design and develop IPT project templates, including standard design, user acceptance testing, and migration documentation. Work closely with TCS and PMO to ensure delivery of consistent and exceptional customer service
Design and develop training materials and presentation decks for internal product rollouts, such as Microsoft Unified Communications
Technical Skills
– Intermediate understanding of VoIP network technologies and architectures;
Intermediate knowledge of features and functionality of Cisco IP phones, Unity voicemail, Auto-Attendant
Basic knowledge of features and functionality of Cisco Unified Contact Center, Meeting Place, Presence;
Communication Skills
– strong negotiation and communication skills, ability to listen and communicate orally and in writing to executive and technical customer contacts.
Organizational Skills
– organized and able to manage multiple activities simultaneously, set goals and objectives, prioritize and complete tasks.
Design Skills – Ability to design training documentation for end user training around IP Phones
Teamwork
– ability to work closely with team members.
Customer Service – ensure customer expectations are exceeded, work closely with team members and other departments to ensure customer success on all projects
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