IT Advisor, Contact Centers - Genesys

Iaawg; Quebec; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive benefits

Employee share purchase plan

Retirement savings plan

Wellness days

Job summary

iA Financial Group in Canada is seeking an IT Advisor, Contact Centers to guide strategic decisions on the Genesys platform and ensure alignment between business needs and technology across departments.

The role emphasizes advisory leadership, stakeholder collaboration, and roadmap development for contact centers, with a strong focus on license optimization and adoption of platform capabilities. Hybrid work is available.

Qualifications

• Has minimum 5 years of experience in an advisory role.
• Strong knowledge of the Genesys platform or comparable contact center technology environments.
• Demonstrates strong understanding of business and technology challenges related to contact centers.
• Shows analytical, synthesis, and problem-solving skills.
• Excellent stakeholder management and collaboration across multiple teams.
• Ability to document clearly and promote platform evolution and adoption.

Responsibilities

• Understand contact center ambitions, challenges and roadmaps to align business needs with technology.
• Support strategic planning, requirements definition and long-term roadmaps for internal partners.
• Foster cross-team collaboration and document lessons learned to accelerate improvement.
• Recommend solutions, support pre-project through delivery, and promote Genesys platform capabilities.
• Maintain catalog of demonstrations, costs and benefits to assist decision-making.
• Guide internal clients on license optimization and feature adoption.
• Monitor industry best practices and communicate platform enhancements to stakeholders.
• Identify pain points and work with vendors to support platform evolution.
• Build and maintain strategic relationships with Genesys and integrations partners.

Skills

Advanced French

Advanced English

Stakeholder management

Analytical thinking

Documentation

Business & IT alignment

Tools

Genesys platform

Job description

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!

Location(s)

Quebec / 1080, Grande Allee West

Other Possible Location(s) Montreal / 1981 McGill College Avenue

Company Overview

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management. With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate. At iA, we’re invested in you.

* iA Financial group includes the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto

Our Commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.

As a reflection of our employees’ appreciation and engagement, iA once again stands out this year as one of Canada’s top employers according to Forbes. In 2026, iA Financial Group also ranks 1st among major publicly traded Canadian insurers. At iA Financial Group, our differences make us unique. We are committed to supporting and celebrating diversity because we believe that it is by bridging our differences that we will be stronger. Our employees’ wellbeing is our priority. We are also committed to creating a stimulating and safe work environment, in addition to offering a real work-life balance with our flexible work model. As a reflection of our employees’ appreciation, iA has been ranked as one of the top employers in Canada in 2023 by Glassdoor and Forbes.

Company iA Financial Group

Posting End Date 2026-08-28