IT Infrastructure Services 4

Alberta Health Services; Calgary; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

Alberta Health Services is seeking a Senior Systems Analyst for their Communication & Collaboration Technologies department. This role involves engineering and supporting multi-channel contact centre solutions, focusing on innovation and stakeholder collaboration. Candidates should have a Bachelor's degree, relevant experience, and familiarity with Genesys technology.

Qualifications

• Minimum of two years of relevant experience.
• 5+ years in contact centre support/deployment in a large, complex environment.
• Advanced knowledge of collaboration technologies and project management skills.

Responsibilities

• Support all aspects of contact centre and third-party applications.
• Install, troubleshoot, and configure contact centre infrastructure.
• Maintain Genesys architecture, including updates and patches.

Skills

Genesys technology

JSON

XML

RESTful Web Services

Windows Server 2019+

Redhat Enterprise Linux 7.4+

MS SQL Server 2019+

ServiceNow

Education

Bachelor's degree in a related field

ITIL Foundation Certification

Job description

Join to apply for the IT Infrastructure Services 4 role at Alberta Health Services.

Your Opportunity:

Alberta Health Services (AHS) is seeking an experienced Contact Centre expert for the role of Senior Systems Analyst – Communication & Collaboration Technologies (CCT). This position is within AHS’s Communication & Collaboration Technologies department, focusing on consolidating and modernizing call centre environments. The successful candidate will help implement contact centre as a service (CCAS) and support provincial mobile communication systems. Reporting to the Manager, Communication & Collaboration Technologies, this technical role offers a chance to contribute to a recognized top employer in Canada.

Description:

As a Senior Systems Analyst supporting CCAS, you will engineer, implement, and support enterprise multi-channel contact centre solutions, including automation and support solutions. Your role involves driving innovation, supporting client needs, and managing complex development and support activities. You will interact with stakeholders across technology fields, support contact centre infrastructure, and maintain Genesys architecture integrity. Your responsibilities include analyzing client needs, providing system advice, and coordinating work with suppliers and partners.

Key Responsibilities:

• Support all aspects of contact centre and third-party applications, including integration into business systems.
• Install, troubleshoot, and configure contact centre infrastructure.
• Maintain Genesys architecture, including updates and patches.
• Assist in analyzing client needs and guiding development processes.
• Serve as a system advisor and coach for stakeholders, focusing on post-deployment enhancements.
• Collaborate with internal teams and external suppliers.

Qualifications:

• Bachelor's degree in a related field.
• Minimum of two years of relevant experience.
• Experience with Genesys technology, JSON, XML, RESTful Web Services.
• Knowledge of Windows Server 2019+, Redhat Enterprise Linux 7.4+, MS SQL Server 2019+, and ServiceNow.
• ITIL Foundation Certification.

Additional Requirements:

• Ability to participate in on-call rotation.
• Experience with AudioCodes Session Border Controllers and Edge devices.
• 5+ years in contact centre support/deployment in a large, complex environment.
• Advanced knowledge of collaboration technologies and project management skills.
• Excellent communication, analytical, problem-solving, and stakeholder management skills.

Preferred Qualifications:

• 5+ years supporting Genesys contact centres in healthcare.
• Certifications in Genesys, Microsoft servers, and Red Hat OS.
• Experience in health services or public sector environments.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Location: Hybrid work at Quarry Crossing, Alberta
• Salary Range: $36.72 - $62.97/hour
• Union: Exempt