Student, Telephony Analyst; Summer​/Fall

Position: Student, Telephony Analyst (Summer / Fall 2026)
Location: Southwestern Ontario

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.
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* Job Description:

** 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
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* 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
* At Sun Life, you will be joining a purpose driven organization focused on helping…