Senior Customer Systems Specialist

Range:

66,400.00 - 99,600.00 CAD

Job Description:

Senior Customer Systems Specialist

We are ready to take this game to the next level and need someone passionate to provide practical technical support and day-to-day administration of CRM and customer engagement systems supporting Customer Care operations and other stakeholders. This role delivers first-level and desk side support, troubleshoots issues, implements approved system updates and enhancements, supports system integrations, and maintains system performance, reporting, and technical documentation. This role contributes to change execution, system stability, and continuous improvement initiatives to ensure customer systems are dependable, efficient, and aligned with business and operational needs.

YOUR ROLE IN THE GAME

Reporting to the Director Channel Implementation, you will be empowered to:

• Function as a primary technical resource for Customer Care and other stakeholders by delivering first-level support, troubleshooting issues, performing root cause analysis, and escalating complex incidents to the Senior Manager. Provide ongoing application and environment support through monitoring, maintenance, documentation, and troubleshooting to ensure system stability and performance.

• Provide support for the day-to-day administration of Customer Relationship Management (CRM) tools, including MS Dynamics Customer Engagement, ice IVR (screen monitoring, queue changes, system messaging), Workforce Management, and Qualtrics XM Discover, ensuring systems operate effectively, are accurately configured, and align with business and operational requirements.

• Configure, implement, and support system updates and enhancements in accordance with approved requirements and direction from the Manager and/or Senior Manager. Ensure consistent and reliable deployments using appropriate tools and techniques, while maintaining strict configuration management and change control practices.

• Design, enhance, and maintain Power BI reports, applying continuous improvement principles to optimize performance, reliability, and usability. Monitor application health, system performance, and resource utilization, and define monitoring and alerting strategies to proactively support system stability, scalability, and operational resilience.

• Support CRM integrations with related platforms (including ice, Calabrio, Qualtrics, and others), contributing to integration design, testing, and issue resolution to ensure seamless end-to-end functionality.

• Assist with testing and automation efforts by defining and executing unit tests, supporting QA activities, maintaining and enhancing test automation suites, and producing integration test specifications to validate changes, resolve issues, and reduce risk associated with system updates and enhancements.

• Develop, maintain, and update technical documentation, including system configurations, deployment procedures, troubleshooting guides, testing artifacts, monitoring standards, and disaster recovery processes to support operational continuity and knowledge transfer.

• Assess, and execute approved change requests in alignment with procurement, IT governance, change management, and disaster recovery frameworks. Prepare and distribute clear, timely communications regarding system outages, enhancements, upgrades, and recovery activities to minimize business impact.

• Identify and recommend opportunities to improve system performance, reliability, user experience, and operational efficiency through analysis, best practices, automation, testing improvements, and technology optimization.

WHAT YOU BRING TO THE GAME

Education & Experience:

• Post-secondary education (university degree or college diploma) in Information Technology or a related field, or an equivalent combination of education and practical experience

• 2+ years of hands-on experience supporting or administering Contact Centre and customer systems

technologies (e.g., MS Dynamics, ice, Calabrio, Workforce Management, or similar platforms).

• Experience supporting systems with multiple integration points, including assisting with issue resolution,

testing, and operational support.

• Demonstrated ability to handle sensitive operational and employee data with discretion and confidentiality.

• Experience working collaboratively with cross-functional teams to troubleshoot issues, support system enhancements, and improve system performance.

• Exposure to business or system process improvement initiatives is considered an asset.

• Working knowledge of contact centre systems and CRM technologies, with hands-on exposure to:

  • Core system configurations and business process flows.

  • Solution management concepts (managed vs. unmanaged solutions and deployment approaches)

  • Administration portals and environment management

  • User roles, security models, and access controls

  • Data management and reporting

• Experience supporting or administering Microsoft Dynamics CRM or similar CRM platforms (e.g., Salesforce).

• General understanding of SDLC and project delivery methodologies, with experience supporting implementation, testing, and release activities under management direction.

• Foundational development and scripting knowledge (e.g., SQL, JavaScript, .NET/C#, HTML, CSS, APIs) sufficient to support troubleshooting, reporting, integrations, and solution enhancements.

• Basic understanding of cloud-based application environments and their role in supporting enterprise systems.

• Exposure to customer-focused environments such as contact centres, gaming, or entertainment industries is considered an asset.

• General knowledge of automation, artificial intelligence (AI), and agentic AI technologies, including an understanding of how they differ and where each can be effectively applied as an asset to support system efficiency, intelligent workflows, and future capability enhancements.

Relevant Skills:

• Strong technical troubleshooting and problem-solving skills related to CRM and customer engagement systems.

• Effective written and verbal communication skills to support collaboration with both technical and non-technical stakeholders.

• Analytical skills to assess issues, support root cause analysis, and contribute to process and system improvements.

• Ability to work effectively within established processes and governance frameworks while supporting multiple stakeholders.

• Practical collaboration skills when working with internal teams and external vendors, under the direction of management.

• Sound judgment and critical thinking skills applied to day-to-day system support and approved enhancements.

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.