IT Technical Advisor – Contact Center Solutions (CCaaS)

Intact; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading services company in Montreal is seeking a System Analyst specialized in telephony and Genesys Cloud to support their team. The analyst will act as a technical advisor, provide support for telephony infrastructures, and help document processes. The ideal candidate will have at least one year of relevant experience and a degree in a related field, with strong organizational and problem-solving skills. Bilingualism is a must for effective communication with English-speaking colleagues.

Qualifications

• Minimum of 1 year of experience in contact center solutions.
• Experience with Genesys Cloud required.
• Ability to work collaboratively with different departments.

Responsibilities

• Provide technical advisory and support for telephony infrastructures.
• Track and resolve issues using the incident management tool.
• Create and maintain documentation for end-users.

Skills

Telephony knowledge (Genesys Cloud)

Problem-solving skills

Organizational skills

Team collaboration

Data analysis

Education

University degree or college diploma in a relevant field

Tools

JIRA

Confluence

Job description

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.).

What You Bring To The Table

• University degree or college diploma in a relevant field, or any equivalent combination of training and experience.
• At least 1 year of relevant experience in contact center solutions.
• Experience in telephony, specifically on Genesys Cloud, required.
• 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.

Ce poste jouera un rôle essentiel au sein de notre équipe.

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.

Note: The remainder of the original recruitment information related to benefits, compensation details, and disclaimers has been trimmed to focus on role responsibilities, qualifications, and required statements. For full policy wording, refer to official postings.