IT Advisor, Contact Centers - Genesys

iA Financial Group; Quebec; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible group insurance

Competitive retirement plan

Employee share purchase plan

Wellness days

Telemedicine services

Employee assistance program

Performance bonus

Discounts on iA products

Job summary

iA Financial Group in Quebec is seeking an IT Advisor, Contact Centers to help shape the evolution of our Genesys-based contact centers. You will partner with business lines and IT teams to understand needs and promote the platform capabilities throughout multi-stakeholder initiatives.

You will drive strategic planning, define requirements, and advance long-term roadmaps, while fostering collaboration, documenting lessons learned, and guiding license optimization and adoption across the

Qualifications

• Minimum 5 years of advisory experience.
• Advanced French and English proficiency.
• Strong stakeholder management and communication skills.
• Experience aligning business needs with technology roadmaps.
• Knowledge of Genesys or similar contact center platforms.

Responsibilities

• Understand contact center ambitions and align business needs with tech capabilities.
• Support strategic planning, requirements definition, and long-term roadmaps.
• Foster cross-team collaboration and document lessons learned.
• Recommend solutions and promote Genesys capabilities throughout projects.
• Maintain demonstrations catalog, costs, and benefits for decision-making.

Skills

Genesys

French proficiency

English proficiency

Stakeholder management

Advisory experience

Roadmap planning

Analytical thinking

Tools

Genesys platform

Job description

IT Advisor, Contact Centers - Genesys

Build the future with us

Are you passionate about digital transformation and eager to contribute to the evolution of contact centers in an organization where innovation, collaboration, and customer experience are top priorities?

As an IT Advisor, Contact Centers, you will play a key role as a strategic partner to business lines and IT teams, helping to understand the ambitions, challenges, and roadmaps of iA's contact centers. You will support internal partners in defining their needs, identifying obstacles, recommending appropriate solutions, and promoting the platform's capabilities, particularly Genesys.

What you will accomplish with us

As an IT Advisor, you will be at the heart of our mission. Your main responsibilities will include:

• Understanding the ambitions, challenges, and roadmaps of contact centers to ensure strategic alignment between business needs and technological capabilities.
• Supporting internal partners in strategic planning, obstacle identification, requirements definition, and the development of long-term roadmaps.
• Fostering collaboration across business lines by identifying synergy opportunities, ensuring effective information sharing, and documenting lessons learned to accelerate continuous improvement.
• Recommending solutions tailored to project needs, supporting teams from the pre-project phase through transition to delivery teams, and promoting the capabilities of the Genesys platform.
• Maintaining a catalog of demonstrations, system capabilities, costs, and benefits to support decision-making and identify new opportunities.
• Guiding internal clients in optimizing their licenses and maximizing adoption of the features offered by the contact center platform.
• Monitoring industry best practices, communicating platform enhancements, and promoting relevant conferences, webinars, and events to business lines.
• Identifying platform-related pain points, recommending improvements, and collaborating with vendors to support platform evolution.
• Building and maintaining strategic relationships with Genesys and integration partners, organizing meetings, and participating in vendor evaluations when required.
• Understanding, influencing, and promoting the evolution of the Genesys technology roadmap to ensure alignment with the organization's future needs.

What could accelerate your success in this role

We are looking for someone who:

• Has a minimum of 5 years of experience in an advisory role.
• Has strong knowledge of the Genesys platform or comparable technology environments (Contact Centers).
• Demonstrates a strong understanding of business and technology challenges related to contact centers.
• Is recognized for strong analytical, synthesis, and problem-solving skills.
• Excels at building trusted relationships and guiding partners through strategic discussions.
• Is skilled at simplifying complex technological concepts and influencing decision-making.
• Has experience managing technology roadmaps, analyzing business requirements, and recommending solutions.
• Demonstrates strong stakeholder management skills with both internal and external partners and promotes collaboration across multiple teams.
• Takes a structured approach to documentation, knowledge transfer, and sharing lessons learned.
• Shows a strong interest in technology trends, innovation, and continuous improvement.
• Is motivated by identifying opportunities to create greater value for users and the organization.
• Has an advanced level of French proficiency.
• Has an advanced level of English proficiency, as the incumbent will be required to collaborate with Genesys and various internal and external stakeholders, facilitate meetings, prepare and analyze documentation, and communicate recommendations on a daily basis.

Why you'll enjoy working with us

• An environment where learning, professional development, and innovation are part of everyday life.
• Access to leading-edge technologies and strategic projects that have a tangible impact on the organization.
• A collaborative culture where ideas are valued and teamwork is essential to collective success.
• A hybrid work environment that promotes flexibility and work-life balance.
• Competitive benefits, including: Flexible group insurance plan; Competitive retirement savings plan; Employee share purchase plan; Vacation program, wellness days, and personal development days; Telemedicine services; Employee and family assistance program; Performance bonus; Discounts on iA products; And much more!

Still hesitating to apply?

At iA, we believe in the potential and value of diverse backgrounds and experiences. If this role interests you, we encourage you to submit your application. We'd love to get to know you!