System Integration Specialist – CCaaS (Contact Center) / Spécialiste en intégration de systèmes[...]

BrainFinance; Montreal; Hybrid; CAD 100,000 - 150,000; Full time

Job summary

An innovative financial technology company is seeking a System Integration Specialist to enhance their contact center technologies. This role involves integrating AI-driven tools, optimizing workflows, and ensuring seamless communication across multiple channels. Join a dynamic team of experts dedicated to redefining credit access through advanced technology. If you're passionate about improving customer engagement and have a strong background in system integration, this is your chance to make a significant impact in a forward-thinking environment.

Benefits

Group Insurance (Health and Dental)

Retirement Savings Plan (RSP)

Employee Assistance Program (EAP)

Hybrid - Office / remote

Additional Days off (Moving day, Birthday, 5 personal days)

Health and Wellness Program

Office perks: Event Coordinator for social activities

Paid subscription to training tools

Benefits for public transportation

Modern open plan office with games

Qualifications

• 5 years of experience in system integration and contact center solutions.
• Strong understanding of cloud technologies and CCaaS platforms.

Responsibilities

• Integrate and support contact center components like dialers and IVR.
• Collaborate with IT and vendors for system upgrades and new integrations.

Skills

System Integration

Cloud-based Contact Center Solutions

Nice Platform

Genesys Platform

Communication Skills

Team Collaboration

Call Center Metrics Analysis

Job description

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BrainFinance is a leading financial technology company that provides responsible and constructive credit solutions to consumers. We are redefining access to credit through our revolutionary technology that utilizes machine learning and automation capabilities to offer better and simpler financial services to everyone.

A true innovation lab, our team consists of financial experts, data geeks, mathematicians, computer scientists, and software engineers, all working together to bring fair and transparent credit solutions to the masses.

Here's what we're looking for

We’re seeking a System Integration Specialist – CCaaS to support the implementation, integration, and optimization of our contact center technologies. In this role, you’ll work closely with cross-functional teams to ensure seamless interoperability between systems such as dialers, telephony, IVR, AI tools, and omnichannel platforms. You’ll play a key role in configuring and maintaining the technical infrastructure that powers our customer engagement channels.

This hands-on role is ideal for a technically skilled professional who understands contact center workflows and has a strong background in system integration and platform administration. Your work will directly support operational efficiency, customer experience, and future-ready AI innovations within the CCaaS environment.

Your daily responsibilities

• Integrate and support the configuration of contact center components, including dialers, telephony, IVR, and routing engines;
• Implement and maintain seamless connections between voice, chat, email, SMS, and social media channels within the CCaaS platform;
• Assist in deploying and integrating AI-driven tools such as chatbots, voice bots, and agent assist features;
• Support the technical deployment of omnichannel solutions, ensuring consistent customer experience across all channels;
• Collaborate with IT, vendors, and business stakeholders to execute system upgrades, enhancements, and new integrations;
• Monitor system performance, troubleshoot issues, and proactively suggest improvements to stability and functionality;
• Configure skill-based routing rules and maintain routing logic in alignment with business objectives;
• Administer user access, roles, and permissions within the contact center systems, ensuring security and operational integrity;
• Support testing, validation, and documentation of new system integrations and workflows;
• Ensure compliance with industry standards and internal governance policies throughout the integration process.

Your skills and experience

• 5 years of experience in a similar role and demonstrated experience in implementing, managing, and optimizing cloud-based contact centre solutions, with a strong understanding of Nice and/or Genesys platform;
• Proven ability to lead diverse teams and work collaboratively with IT, Operations and other stakeholders to align CCaaS initiatives with overall business goals;
• Experience in managing technology transitions, from planning to execution, with a focus on smooth implementation and user adoption;
• Strong verbal and written communication skills to effectively articulate technical concepts to nontechnical teams;
• Demonstrate ability to build compelling business cases, including detailed ROI and cost benefit analyses;
• Proficiency in analyzing call centre metrics and KPIs to drive operational improvements.

Perks and benefits

• Group Insurance (Health and Dental)
• Retirement Savings Plan (RSP)
• Employee Assistance Program (EAP)
• Hybrid - Office / remote (the team is in the office on Wednesdays)
• Additional Days off (Moving day, Birthday, 5 personal days)
• Health and Wellness Program
• Office perks: Event Coordinator responsible for social activities, 5-7, snacks provided, yoga and meditation room
• Paid subscription to training tools
• Benefits for public transportation (Bixi, Opus)
• Modern open plan office with pin pong, and pool table
• A friendly and relaxed working environment

-------------------------------------------------

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management, Strategy/Planning, and Information Technology

• Industries

  Software Development

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