Senior Business Analyst - Customer Contact Center

Intact

Montreal

Hybrid

CAD 60,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Employee Share Purchase Plan

Flexible work arrangements

Annual wellness account

Virtual healthcare

Option to purchase extra days off

Learning ecosystem with courses

Diversity and inclusion networks

Community Impact program

Job summary

An established industry player seeks a Senior Business Analyst for their Customer Contact Center team. This role involves analyzing and improving telephony systems to enhance customer experience. You will collaborate with stakeholders, develop technical solutions, and monitor project implementations. The company offers a hybrid work model, extensive benefits, and a supportive environment for professional growth. Join a team that values diversity and is committed to making a positive impact in the community.

Qualifications

5+ years as an IT business analyst with expertise in telephony and contact centers.
Certifications in project management (PMP, Scrum) or business analysis (CBAP).

Responsibilities

Analyze, plan, and improve telephony and contact center systems.
Collaborate with stakeholders to identify needs and propose solutions.

Skills

Business Analysis

Telephony Technologies

Project Management

Data Analysis

Bilingual (French and English)

Education

Bachelor's degree in Computer Science

Bachelor's degree in Business Management

Tools

NICE CXOne

Cisco Finesse

Genesys

Microsoft Teams

CRM Tools

Speech Analytics Tools

Job description

Senior Business Analyst - Customer Contact Center

Join to apply for the Senior Business Analyst - Customer Contact Center role at Intact

Senior Business Analyst - Customer Contact Center

3 days ago Be among the first 25 applicants

Join to apply for the Senior Business Analyst - Customer Contact Center role at Intact

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About The Role

We're looking for a Senior Business Analyst - Customer Contact Center to join our growing team!

The role involves analyzing, planning, and improving telephony and contact center systems. Responsible for understanding business needs, developing solutions, and coordinating with technical teams to implement advanced telephony and contact center technologies. The goal is to enhance customer experience and optimize operations.

What You'll Do Here

Collaborate with stakeholders to identify needs and propose solutions.
Participate in planning, monitoring, and implementing projects, ensuring compliance with deadlines and budgets.
Develop technical solutions with IT teams to meet business needs and improve efficiency.
Monitor technological developments and recommend relevant innovations.
Analyze processes and identify improvements to increase productivity and satisfaction.
Contribute to user training and change management for new technologies.
Validate solutions to ensure they meet user needs and success criteria.
Maintain documentation of processes, solutions, and system changes.
Work with development teams to translate business requirements into technical specifications.
Evaluate performance of solutions and recommend improvements.
Establish relationships with stakeholders and communicate project progress.
Provide analysis and reporting to support decision-making.
Mentor junior analysts or team members as needed.
Identify best practices and propose process improvements.

What You Bring To The Table

Minimum 5 years as an IT business analyst, with expertise in telephony and contact centers.
Bachelor's degree in computer science, business management, or related field.
Understanding of telephony technologies, VoIP, contact center systems (e.g., NICE CXOne, Cisco Finesse, Genesys, Microsoft Teams), and network protocols.
Ability to analyze complex data and produce clear reports.
Experience in project management using agile and/or traditional methods.
Excellent communication skills in both written and verbal forms.
Certifications in project management (PMP, Scrum) or business analysis (CBAP).
Experience with CRM and speech analytics tools.
No Canadian work experience required, but must have authorization to work in Canada.
Bilingual in French and English for regular interaction across the country.

What We Offer

Our hybrid work model balances remote and in-person work. As a permanent team member, you can expect:

A financial rewards program recognizing your success
An Employee Share Purchase Plan with 50% matching
Extensive benefits including virtual healthcare
Flexible work arrangements
Option to purchase up to 5 extra days off annually
An annual wellness account
Tools and resources for health and well-being
A learning ecosystem with courses and programs
Employee-led networks promoting diversity and inclusion
Supportive leadership and colleagues
A Community Impact program to contribute to your community

We are an equal opportunity employer

We value diversity and strive for an accessible workplace. Applications from equity-deserving groups are encouraged, including women, Indigenous peoples, persons with disabilities, Black people, and 2SLGBTQI+ community members.

We acknowledge the traditional lands of First Nations, Métis, and Inuit peoples and commit to reconciliation.

If accommodations are needed during the recruitment process, please inform us. Learn more about our recruitment process and your candidate journey. Internal applicants should apply via the Internal Career Site.

Seniority level