IT Technical Advisor Specialist - Contact Center Solutions (CCaaS)

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

109,900 - 134,300

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

15%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

The IT Technical Advisor Specialist - Contact Center Solutions 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

Il s'agit d'un nouveau rôle au sein de notre équipe en plein croissance | This role is a new member of our growing team.