CCaaS Solutions Specialist
Our client, a major and recognized organization in its industry, is undertaking a significant modernization by migrating its CCaaS systems to a next-generation solution focused on automation and artificial intelligence.
Working alongside our experts, you will be a key technical player, designing agent interfaces (API/CRM), managing level 2 and 3 support after our migrations, and ensuring the platform's long-term viability.
Advantages
Here are some of the benefits included with the role:
Competitive salary
Flexible group insurance
Defined benefit pension plan
Employee purchase plan
Performance bonus
Telemedicine
Hybrid work environment with high teleworking flexibility
An environment that encourages learning, professional development, and growth
Responsibilities
Actively participate in the deployment of the new CCaaS solution.
Design and optimize the Agent interface by creating seamless APIs for integration with enterprise systems and CRM.
Configure and administer interaction management solutions (ACD, IVR, CTI, omnichannel).
Provide high-level technical support (Tier 2-3) following migrations and monitor performance.
Ensure secure access management and adherence to the strictest security standards.
Qualifications
Over 3 years of hands-on experience in managing and optimizing contact center solutions (CCaaS).
Strong proficiency with one or more market-leading platforms (such as Genesys Cloud, Cisco Webex CC, Talkdesk, Five9, Nice, or Amazon Connect) is essential to facilitate the transition.
Solid foundation in telecommunications and networking.
Skills in automation and scripting (Python, PowerShell, Bash).
Knowledge of cloud environments (Google Cloud, AWS, or Azure).
Strong technological curiosity, analytical skills, and excellent adaptability to change.
Summary
Contact me for more information about this CCaaS Solutions Specialist opportunity in Montreal at isabelle.gauthier@randstaddigital.com
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
CCaaS Solutions Specialist • Montréal, Quebec, CA
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