Contact center manager Jobs in Laval, QC

Senior Contact Center IT Business Analyst Contact Center

Location : Montreal / Laval / St-Hyacinthe / Toronto

Description :

As Contact Center IT business analyst, you will play a leading role in demand management (new initiatives and non-standard requests) and the delivery of contact center projects in the IT Services portfolio. You will need to understand the business or technical vision as well as the objectives pursued.

In addition to collecting and documenting business or technical requirements, you will need to communicate them in a language appropriate to the audiences concerned. In

collaboration with the various members of the project team, you will analyze solutions, develop test plans that you will execute at the appropriate time and finally, participate in the implementation of the solution. You will need to establish and maintain solid business relationships. You will also have to collaborate with the change management team.

• Contact us to send us your resume or for more information : Maria Larionov

Advantages

Workplace : Montreal or Toronto (Hybrid 2x per week in the office)

Languages : French and English (spoken and written)

Start date : ASAP

Possibility of renewal : Yes

2x professional references

Credit and criminal background check

Responsibilities

Collection and documentation of requirements :

Obtain the participation of key stakeholders and identify the person(s) responsible for the

requirements.

Leverage your understanding of business processes and applicable systems through

effective collection of requirements.

Document operational processes, requirements and impacts as needed.

Challenge / negotiate certain requirements when appropriate.

Obtain formal approval from business stakeholders.

Determine detailed activities for requirements gathering and effort estimation.

Ensure that all requirements are addressed during project delivery.

Actively participate in project change request governance and project cost-benefit analysis

with project managers.

Requirements analysis and solution development :

Document functional specifications and changes to operational processes related to

business requirements.

In collaboration with architects and technical specialists, participate in translating business

needs into solutions.

Correlate the proposed solution with business requirements.

Act as an intermediary between business stakeholders and IT services.

Quality control and testing of the delivered solution :

Obtain participation from key stakeholders / writers / testers.

Create and document test cases to confirm that deployed solutions will meet established

requirements, standards and business practices.

Execute testing activities and document results.

Change Management, Communication and Documentation :

Ensure that solutions are effectively deployed with appropriate change management

communication.

Provide implementation support and play a lead role in managing project impacts.

Liaise with other teams affected by changes, including Help Desk Business Analysts.

Create and maintain documentation changes (e.g. user guides, policies, system documentation

and training) as well as the integration of new processes and technologies into ongoing

operations.

Provide training to the target audience.

Qualifications

Minimum requirements :

Spoken and written languages : French & English

Level of experience : Senior

Years of experience : 8 to 10 years

A minimum of 5 to 7 years in telephony infrastructure projects

A minimum of 3 to 5 years with Avaya, Nice, Genesys products

A minimum of 2 years in Agile project delivery

Exceptional analytical and conceptual thinking skills

The ability to challenge stakeholders and work with them to determine acceptable solutions

Advanced technical experience

Excellent documentation, communication and interpersonal skills

Knowledge of business requirements modeling and technical documentation

Proficiency in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.)

Strong written and verbal communication skills : French and English

Results-oriented

Dynamic and autonomous

In-depth knowledge of Intact's current technologies :

o Voice & digital channels (SMS, chat, email, social media, etc.)

o Call & Interaction Recording, Transcription, Analytics, Reporting

o Workforce / Workload Management

o IVR, Dialer, Queuing, Routing

o Chatbot, Automation, Artificial Intelligence

o Integration with Salesforce, Microsoft

Other requirements :

Ability to popularize technical terminology in non-technical language and vice versa

Experience in scripting / programming contact center call flows an asset

CBAP or PMI-PBA certification an asset

Summary

Contact us to send us your resume or for more information : Maria Larionov

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 [email protected] to ensure their ability to fully participate in the interview process.