IT Technical Advisor – Contact Center Solutions (CCaaS)

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.

The IT Technical Advisor – Contact Center Solutions (CCaaS) is responsible for managing, configuring, and optimizing the systems and technologies used in contact center operations. This role is essential to ensuring an efficient and seamless customer experience, while maintaining the proper functioning of the tools and applications required by agents.

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  System configuration and management: Configure and administer contact center systems, including interaction management platforms, telephony systems, and reporting tools, including but not limited to Genesys Cloud.

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  Technical support: Provide technical support to contact center agents and users to quickly resolve technical issues and optimize the use of tools.

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

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

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

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

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

• 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 (CCaaS, Genesys, etc)

• Experience managing interaction management platforms (ACD, IVR, CTI, omnichannel).

• Knowledge of cloud environments (Azure, Genesys Cloud, Google Cloud).

• 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

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.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

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