Operations Support Specialist (Canada West)

Boyd Autobody & Glass; Vancouver; On-site; CAD 58,000 - 67,000; Full time

Job summary

Randstad Canada is seeking an experienced Genesys Application Support Specialist to lead AMS operations for an on-site, 12-month engagement in Vancouver. You will manage incident response, platform enhancements, and provide technical oversight for Verint and NICE analytics, shaping routing strategies and digital engagement flows.

The role requires 5+ years in contact center support, deep Genesys Cloud proficiency, and ITIL-aligned practices to sustain production excellence.

Qualifications

• 5+ years of hands-on experience in contact center application support and operations.
• Deep technical expertise in Genesys Cloud, voice routing, IVR, chat, and digital channels.
• Experience with Verint and NICE workforce optimization and analytics tools.
• Strong ITIL-based incident, problem, change and release management in production environments.
• Proven ability to design, implement and optimize IVR and speech analytics workflows.

Responsibilities

• Lead day-to-day application management services operations, incident response, and change requests.
• Design, develop, and maintain complex call routing and digital engagement workflows.
• Provide secondary technical oversight for Verint and NICE platforms and analytics.
• Drive continuous improvement, platform roadmaps, and vendor feature evaluations.
• Mentor junior staff and collaborate with stakeholders to translate needs into scalable designs.

Skills

Genesys Cloud mastery

5+ years experience

Verint & NICE familiarity

ITIL processes

IVR & speech analytics

Stakeholder communication

Job description

CA$58,000.00–CA$67,000.00 yearly

Our client, is seeking an experienced, highly skilled Genesys Application Support Specialist to join their Contact Center Technology & Operations team. In this mission-critical, on-site operational role, you will be responsible for leading the day-to-day Application Management Services (AMS) operations, enhancement delivery, and continuous improvement of enterprise contact center platforms. As the primary Subject Matter Expert for Genesys Cloud voice, IVR, chat, and digital channels, you will design, develop, and maintain complex call routing and digital engagement workflows. Additionally, you will provide secondary technical oversight for Verint and NICE workforce optimization and analytics platforms, driving root-cause analysis for production incidents, optimizing speech analytics, and ensuring seamless customer service operations.

Duration: 12-Month Contract (Full 1-Year Engagement)

Work Arrangement: On-site

Advantages

Enterprise Contact Center Ecosystem: Gain high-visibility exposure managing integrated voice, IVR, chat, and workforce optimization platforms across a major corporate footprint.

12-Month Full-Year Engagement: Secure a long-term consulting mandate with high stability and ongoing platform enhancement initiatives.

Modern Customer Experience Tech Stack: Work directly with cutting-edge IVR design, speech analytics, transcription, and AI-enabled customer service capabilities.

End-to-End Operational Ownership: Lead AMS operations, platform roadmap development, and technical mentorship within a collaborative engineering environment.

Responsibilities

Application Operations & Support: Lead day-to-day AMS operations, managing incident response, problem resolution, change requests, release management, and participating in on-call support rotations.

Genesys Platform Management: Serve as the primary point of contact for Genesys voice, IVR, chat, and digital channels; design, build, and optimize interactive workflows, routing strategies, and authentication flows.

WFO & Analytics Oversight: Provide secondary technical oversight for Verint and NICE platforms, supporting quality management, speech analytics, and workforce management capabilities.

Continuous Improvement & Innovation: Drive platform optimizations including IVR tuning, speech analytics, transcription accuracy, reporting enhancements, and AI-assisted agent tools.

Root Cause & Roadmapping: Conduct root cause analysis on complex production defects, develop technical platform roadmaps, and evaluate upcoming vendor features for adoption.

Stakeholder & Team Leadership: Collaborate with business stakeholders to translate needs into scalable technical designs; mentor junior support personnel and enforce best practices.

Qualifications

Contact Center Platform Depth: 5+ years of hands‑on experience in contact center application support, development, and operational maintenance.

Genesys Cloud Mastery: Deep technical expertise in Genesys Cloud infrastructure, voice routing, IVR flow development, chat channels, and digital engagement features.

Verint & NICE Familiarity: Practical working knowledge and support experience with Verint and NICE workforce optimization, quality management, or speech analytics tools.

ITIL & Operational Practices: Strong experience with formal ITIL processes (Incident, Problem, Change, and Release Management) in mission‑critical production environments.

IVR & Speech Analytics: Proven track record designing IVR self‑service flows and leveraging speech analytics to enhance customer experience metrics.

Communication & Collaboration: Strong problem‑solving, stakeholder management, and technical communication skills.

Summary

If you are a tech‑savvy Genesys Application Support Specialist who pairs deep Genesys Cloud IVR/chat routing expertise with secondary Verint/NICE knowledge and strong AMS operational leadership, this 12‑month on‑site contract opportunity is an ideal next step. Bring your platform engineering precision, incident resolution speed, and continuous improvement mindset to our team today!

Diversity and Inclusion Statement

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity‑seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non‑binary/gender non‑conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [e-mail] to ensure their ability to fully participate in the interview process.