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.

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

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

What you’ll do here: 

• System Configuration and Management: Configures and administers contact center systems, including interaction management platforms, telephony systems, and reporting tools.
• Technical Support: Provides technical support to agents and contact center users, swiftly resolving technical issues and optimizing tool usage.
• Performance Monitoring: Monitors system performance in real time to identify and address issues before they impact the customer experience.
• System Integration: Collaborates with other teams to ensure the integration of contact center solutions with enterprise systems such as CRMs and ERPs.
• Data Analysis: Generates reports and analyses on contact center performance, identifying trends and recommending improvements.
• User Training: Develops and delivers training sessions for agents and staff on new features and best practices for system use.
• System Updates Management: Plans and executes system updates to ensure they remain up-to-date, secure, and aligned with organizational needs.
• Incident Management: Responds to system-related incidents, performing root cause analysis and implementing solutions to prevent recurrence.
• Continuous Improvement: Regularly evaluates existing processes and technologies to recommend enhancements that increase efficiency and service quality.
• Access and Security Management: Manages system access, ensuring customer data security and compliance with regulatory requirements.
• Documentation: Writes and maintains technical and functional documentation, including user manuals and operational procedures.
• Team Collaboration: Works closely with support, development, and security teams to ensure systems function cohesively and effectively.
• Technology Watch: Stays informed about the latest trends and technologies in the contact center industry, proposing innovative solutions to enhance operations.

What you bring to the table: 

• Degree in Computer Science, Telecommunications, or a related field
• 3+ years in managing contact center solutions (CCaaS, telephony, CRM)
• KPI tracking, customer journey optimization
• Administration of telephony systems (SIP, VoIP, WebRTC, Microsoft Teams, CCaaS solutions)
• Management of interaction platforms (ACD, IVR, CTI, omnichannel)
• System integration (API, Web Services, CRM)
• Performance monitoring & supervision (QoS, SLA…)
• Security & compliance (GDPR, PCI-DSS, SOC 2, access management & authentication)
• Automation & scripting (Python, PowerShell, Bash, for tool integration)
• Cloud environment knowledge (Azure, AWS, Google Cloud)
• A curious mindset, driven by exploring new solutions and technologies, with the ability to adapt to market evolutions.
• Communication, user training, technology watch
• Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada

#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.

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