IT Technical Advisor Senior - Teams Telephony

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):

101,800 - 124,400

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

12%

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

We are currently looking for an IT Technical Advisor specializing primarily in Microsoft Teams telephony management to work within the PSI team.

We support 75 clients across different tenants. Some of them are already using Teams telephony, and we are launching a new project to create call queues and phone menus in Teams. This involves integrating and configuring Call Center type profiles within the Microsoft Teams ecosystem. You will be responsible for this project for 12 brokerages. In addition, you will take on operations and overall governance management for Teams.

What you'll do here:

• Design and management of call flows (Auto Attendants, Call Queues)

• Advanced configuration of call policies and routing

• Analysis of call quality in Microsoft Teams’ Call Quality Dashboard (CQD)

• Handling complex telephony incidents (level 2/3)

• Monitoring telephony metrics (SLA, abandonment rate, volumes)

• Possible integration with third-party systems (Salesforce CRM, others)

• Ticket handling related to Teams (access, issues, adjustments, governance) to address needs

• Acting as coordinator and technical advisor for Teams on integration projects for new hosted clients

• Implementing new processes and the tools needed to ensure the integrity and smooth running of technology operations

• Actively contributing to process efficiency and automating daily tasks to increase agility and robustness while limiting human error when updating infrastructure and client-facing tools

• Depending on your broader knowledge, you may be asked to develop or invest in other topics related to Google telephony or other Microsoft 365 products

• Writing technical documentation and ensuring it is kept up to date

What you bring to the table:

• College diploma (DEC) in Information Technology/Networking or any equivalent combination of education and experience

• In-depth knowledge of Teams telephony

• Experience with Direct Routing, Operator Connect, and PSTN integration

• Strong overall knowledge of Teams

• Experience with Active Directory

• knowledge of Intune

• Positive attitude and team spirit

• Rigor and strong ability to manage priorities

• Comfortable working in a fast-evolving technology environment

• Available to work evenings and weekends (occasionally and when needed) to update environments and support projects

• On-call rotation

• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking 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.