Systems Specialist: AI-Driven CRM & Care Ops Expert

OCS; Toronto; On-site; CAD 78,000 - 94,000; Full time

Job summary

The Ontario Cannabis Store is seeking a Systems Specialist to act as the primary business administrator and SME for Customer Care systems, supporting AI-enabled innovation and automation. Based in Toronto, this permanent role partners with IT, vendors, and business stakeholders to optimize customer and employee experiences across CRM, IVR, and related platforms.

You will own end-to-end UAT, testing strategy, and governance, while ensuring privacy, security, and operational readiness.

Qualifications

• 3+ years of experience supporting business systems and customer service technologies.
• Experience leading or coordinating User Acceptance Testing (UAT).
• Proven ability to translate operational needs into technology solutions.
• Strong cross-functional collaboration with IT teams, vendors and stakeholders.
• Experience with CRM, telephony, IVR, and workforce management systems is preferred.

Responsibilities

• Maintain and improve all Customer Care systems including CRM, telephony, IVR, and WFM.
• Lead UAT and ensure operational readiness for system enhancements.
• Collaborate with IT, vendors, and stakeholders on requirements and deployments.
• Monitor system performance and coordinate incident resolution.

Skills

CRM systems

UAT leadership

Stakeholder management

Data analysis

Power BI

AI-enabled solutions

Education

Information Systems / Business Technology degree

Tools

CRM platforms

Jira

Confluence

ServiceNow

Dynamics 365

Job description

The Ontario Cannabis Store is seeking a Systems Specialist to act as the primary business administrator and SME for Customer Care systems, supporting AI-enabled innovation and automation. Based in Toronto, this permanent role partners with IT, vendors, and business stakeholders to optimize customer and employee experiences across CRM, IVR, and related platforms.

You will own end-to-end UAT, testing strategy, and governance, while ensuring privacy, security, and operational readiness.