Student, Telephony Analyst (winter 2024)

Our student and new graduate programs offer a chance to explore Sun Life from the inside. You’ll make a difference in the lives of our customers and communities, while building the skills and experience that allow you to grow in a meaningful and rewarding way. Job Description: Position: Telephony Analyst Location: Waterloo You believe life is about aiming high and making an impact. At Sun Life Financial, we work together, share common values and help each other grow and achieve goals. With roots tracing back to 1865 in Canada, Sun Life Financial has grown to become an established and trusted name in insurance and financial services, with offices and operations in key markets around the world. We recognize that our growth, success and reputation for excellence are due in large measure to our talented and dedicated employees. Enterprise Services, Working better together. Our teams are dedicated to providing the services and technology our business partners need to help customers achieve lifetime financial security. We collaborate closely with groups and individuals throughout Sun Life Financial to provide products and services that deliver business value. Through innovation and collaboration, we are striving to find new and better ways to bring value to Sun Life. Enterprise Services has employees in Canada, Ireland, the U.S. and Asia. Primary Responsibility: This role will work directly with the Tier 1 Operations team within the Interactive Call Centre Technology dept. (ICT) of Sun Life. Tier 1 provides technical support to all Sun Life users in relation to all Telecom, Wireless and Call Centre infrastructure. Tier 1 also is the direct intake group to provide configuration and setup of all user profiles, accounts and extensions relating to all communication devices. This role requires excellent customer service, ability to work fully independent and have the aptitude to learn and become adept at several different programming applications. This role will also assist in several key ICT projects directly supporting the Engineering and Architecture group of ICT. Accountabilities: Design, develop and test telecommunications software solutions Assist with the planning, scheduling and implementation of major telecommunications systems for multi-platform and distributed environments Provide consultation to teams responsible for installation and maintenance of telecommunications networks and computer hardware attached to these networks Collect data for performance and testing metrics Review business requirements and provide comments on accuracy and completeness Contribute to the identification and assessment of risks and exposures Attend design reviews and understands application and system designs at a basic level Develop and maintain test plans (including identifying test situations/scenarios) for less complex functions Maybe responsible for conducting a test plan review and acquiring test plan signoff Design and create test case documentation including test situations, data setup, execution steps and expected results Interact with business analysts/developers and other project team members while developing expected results and verifying results Execute test cases for various types of testing including function, conversion, integration, intersystem, platform, parallel, stress, or regression Log all defects in Quality Center and manage defects until they are closed, approved, or deferred Provide input or complete Test Reports Competencies: Programming Experience is an asset, being able to build/maintain in-house developed programs as we move away from spreadsheets Identify major testing activities and specific deliverables associated with testing Understands testing activities performed by the QA team and developers (including unit testing, performance testing, load testing etc.) Familiarity with different methods, tools, and techniques used to accomplish test activities and processes. Eg. Black box testing vs white Box testing, boundary testing, decision tables, checklists, file compares, etc. Understands the distinction between quality assurance and quality control Evaluating procedural problems and existing equipment configurations, and recommending solutions that do not introduce massive changes or risk to the company. Analyzing new technology features introduced by different vendors for applicability to the company Technical writing skills – documenting tests to be performed and results Voice Networks - knowledge and utilization of features, functions and capabilities of voice networks and services Telecommunications - knowledge of the existing and planned telecommunications platforms and the global, regional and local telecommunications architecture and infrastructure components Service Excellence - ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations Attributes: Accountability Teamwork & Partnering Building Trust Forward & Strategic Thinking Relationship Building Analytical/Systematic Thinking Strong working knowledge of Windows based applications Sun Life Financial promotes equal opportunity employment. The Base Pay range is for the primary location for which the job is posted for. The Base Pay which you will be considered for will vary depending on the Campus program you are selected for. Eligible Sun Life employees for various Campus Graduate programs will also participate in various incentive plans, payment under which is discretionary and subject to individual and company performance Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com. At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs. We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. Job Category: Temporary Employee Posting End Date: 09/11/2023 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers