At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Senior Engineer, Technology Infrastructure (Telecom and Collab)

How does the role impact the organization?

Raymond James Ltd. is seeking a qualified Senior Telecom Engineer to work in our Burnaby, and Vancouver BC locations.

Under the direction of IT Management, and Team leads, the Senior Telecom Engineer will be responsible for technical design, planning, and implementation of advanced Zoom Cloud telephony and video solutions (UCaaS) including migration strategies from Cisco to Zoom as well as the day-to-day support for a complex Cisco on premise environment.

As a Senior Engineer in our Technology Infrastructure (Collaboration) group you will be part of a highly skilled team where your responsibilities include teaching, deploying, managing, and supporting all aspects of the Voice and Video infrastructure across our national enterprise.

A strong understanding security as it relates to cloud and on-premises voice and video.

Must also demonstrate working knowledge of LAN, WAN technologies including QoS, DNS, DHCP and firewall fundamentals required. Provisioning, troubleshooting and maintenance of Cisco UCM, and Expressway required.

The candidate must be a self-motivated strategic thinker who can work closely with other IT groups as a senior technical resource.

This role requires on call shift work.

What do we expect from you?

1. Voice and Video Architecture

• Zoom cloud (UCaaS) telephony and video
• Nice CXOne cloud Contact Center- preferred
• Assist with deployment and reconfiguration of AV gear as needed
• Manage security of cloud and on-premise voice and video systems
• Configuration, coordination, troubleshooting and deployment of Zoom Voice and Video systems.
• Ability to gather and troubleshoot complex issues using log files and network traces.
• Strong knowledge of SIP including CUBE / SBC
• Work closely with Security, Network and , Systems engineers in planning and designing of voice and video infrastructure and deployments.
• Organized and able to be lead for complex projects.
• Participate in client discussions during all phases of development.
• Provide direction for Technology Operations teams on current and emerging technologies.
• Bring technical knowledge from external sources and incorporates those ideas into IT.
• Recommend technical standards that include future proposed standards that require long range planning.
• Support other Raymond James IT architects and senior engineers in US and Europe
• Document procedures, processes, and operational tasks.
• Provide oral and written presentations and Visio documents on current and emerging technologies to educate key stakeholders on technical issues.

2. Customer Service

• Customer First approach to work
• Strong work ethic
• Liaise with customers and vendors.
• Provide third level support to IT teams; and
• Provide necessary training and instructions to IT staff.
• Manage and coordinate video conference installations.

3. Planning

• Work with Service Now managing tickets completing operational and project-based changes.
• Prepare capacity plans for network, bandwidth utilization, security and growth or change.
• Prepare capacity plans for Expressways, PRI, bandwidth utilization, security and growth or change.
• Assist business units in technology planning.
• Evaluate current and emerging technologies and introduces technical solutions that address business and technical issues.
• Contribute to the Technology Road Map planning.
• Contribute to the annual project planning requirements by providing estimates and plans for project estimating purposes.

4. Projects

• Work with our US and UK counterparts on global initiatives and deployments.
• Critical involvement with voice and visual authentication methods
• Participate as team member or work package leader on projects involving all voice, video and infrastructure changes or projects.
• Contribute to the development and assignment of project budgets.
• Contribute to the planning, installation and upgrade of network and security platforms.
• Other duties as assigned.

What can you expect from us?

Our most important investment is in people. Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?
Knowledge, Skills, and Abilities

Knowledge of

• Experience with large scale Zoom phone deployment and video provisioning and UCaaS solutions
• Experience with Nice CXOne Contact Center or other Contact Center and power BI an asset.
• Worked with Voice/Visual authentication applications and provisioning.
• Experience with Service Now
• Experience with Cisco UCS hardware and VMWare an asset
• Experience with Cisco Expressway, UCM, UCCX and UC an asset
• Experience with Certificates, SSO, Ping, Proofpoint , Splunk an asset
• Experience in Trade Desk Turret and voice recording systems would be an asset;
• Knowledge and experience with Panorama Firewall technologies, methodologies and troubleshooting is an asset;
• Familiarity in network design (Servers, Firewalls, Protocols, Topologies), TCP/IP protocol suite, ARP, routing, VRF, switching, spanning-tree, network security, QoS, DHCP, DNS etc. including Knowledge of routing protocols including BGP, EIGRP, OSPF, IGRP, RIP and Multicast.
• PowerShell knowledge an asset

Skill in

• Minimum 10 years’ experience in large-scale telecommunications environments (+5K users or more) working with Cloud Telephony and Contact center.
• Champion complex large scale projects involving cross functional and global teams.
• Strong interpersonal skills for working and liaising between Canadian, US and EU teams.
• Experience in securing/ hardening highly regulated enterprise Voice collaboration on-prem and cloud infrastructure.
• Expert experience with Voice and Video platforms
• Understanding of Telephony and Video protocols is mandatory including (voice and video signaling, audio codecs, sip, pri/bri, multicast)
• Experience deploying voice collaboration infrastructure with SSO, Certificates and mobile device management.
• Analysis: Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
• Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take actions that are consistent with available facts, constraints, and probable consequences.
• Professional Knowledge: Demonstrate a satisfactory level of professional skill, or knowledge, in position-related areas; remain current with developments and trends in areas of expertise.
• Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
• Client Focus: Make internal and external clients, and their needs, a primary focus of actions; develop and sustain productive client relationships.
• Problem solving using effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints, and probable consequences.

Licenses/Certifications

• Cisco CCIE (Collaboration)
• NICE Dojo and Studio
• Proofpoint Specialist
• ITIL Foundation certification preferred.
• Relevant technical certifications such as CompTIA A+, Network+, Security+, Microsoft MCSA/MCSE, Cisco CCNA/CCNP, or VMware VCP are preferred.

Travel Requirements

• Required to visit local / regional offices as desired.
• Be able to travel to US / Canada / UK when required.

We encourage our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Here at Raymond James we demonstrate our commitment to ensuring equal opportunities for all candidates. To request accommodations, candidates are instructed to contact Human Resources via email at recruitment@raymondjames.ca. By reaching out to this email address, candidates can communicate their specific requirements and discuss the necessary accommodations they may need to participate fully in the recruitment process.

Salary Range: BC (based on Education, Work Experience, etc) $110,000-115,000 in addition to competitive performance bonuses/incentives.