System analyst – Genesys, telephony and CC

Intact Financial; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a System Analyst specializing in Genesys and telephony solutions. This role is crucial for ensuring the smooth operation of technology infrastructures and enhancing user support. You'll collaborate with various departments, contribute to process documentation, and participate in training initiatives. The company offers a hybrid work model, empowering you to balance remote work with meaningful in-person interactions. With a focus on employee growth and well-being, this position provides opportunities for professional development and a supportive work environment that values diversity and inclusion.

Benefits

Employee Share Purchase Plan

Extensive flex pension and benefits package

Flexible work arrangements

Annual wellness account

Possibility to purchase extra days off

Access to virtual healthcare

Dynamic workplace learning ecosystem

Inclusive employee-led networks

Community Impact program

Qualifications

• 2 to 3 years of experience in contact center solutions.
• Experience in telephony, specifically on Genesys Cloud.

Responsibilities

• Act as a technical advisor for users and analyze their needs.
• Provide specialized support for telephony infrastructures.

Skills

Telephony

Genesys Cloud

IT Incident Management

Problem Solving

Collaboration

Education

University degree or college diploma in a relevant field

Tools

JIRA

Confluence

Job description

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 are looking for a System analyst – Genesys, telephony and CC for our growing team!

What you'll do here:

• Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices in implementing the processes and tools necessary to ensure the smooth running and integrity of technology operations.

• Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud.

• Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time.

• Establish and maintain excellent working and collaborative relationships with other company departments.

• Contribute to the creation of reference manuals for end-users by writing process documentation in order to improve intervention efficiency and knowledge transfer.

• Participate in the training of other team members and the transfer of specialized skills, as required.

• Encourage change, support the company's vision and direction, and facilitate collaboration with other team members.

• Assist more experienced technicians in various tasks (orders, integration, projects, work management, etc.), as required.

What you bring to the table:

• University degree or college diploma in a relevant field, or any equivalent combination of training and experience.

• 2 to 3 years' relevant experience in contact center solutions

• Experience in telephony, specifically on Genesys Cloud, required.

• At least one year's experience in all aspects of IT incident and problem management.

• Highly organized with the ability to handle multiple tasks simultaneously.

• Ability to analyze and solve complex problems effectively, work quickly and maintain a calm, methodical approach in stressful situations.

• Ability to work in a team and collaborate with different departments.

• Understanding of data and different database systems.

• Knowledge of using JIRA/Confluence to document requirements (an asset).

• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.

• No Canadian work experience required, but must have

#LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.