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):
64,100 - 78,300Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
7.5%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
TheIT Technical Advisor – Contact Center Solutions (CCaaS) is responsible for managing, configuring, and optimizing the systems and technologies used in contact center operations. This role is essential to ensuring an efficient and seamless customer experience, while maintaining the proper functioning of the tools and applications required by agents.
What you'll do here:
System configuration and management: Configure and administer contact center systems, including interaction management platforms, telephony systems, and reporting tools, including but not limited to Genesys Cloud.
Technical support: Provide technical support to contact center agents and users to quickly resolve technical issues and optimize the use of tools.
Establish and maintain excellent working and collaborative relationships with other company departments.
Contribute to the creation of reference manuals for end-users by writing process documentation in order to improve intervention efficiency and knowledge transfer.
Participate in the training of other team members and the transfer of specialized skills, as required.
Encourage change, support the company's vision and direction, and facilitate collaboration with other team members.
Assist more experienced technicians in various tasks (orders, integration, projects, work management, etc.), as required.
What you bring to the table:
University degree or college diploma in a relevant field, or any equivalent combination of training and experience.
At least 1 year of relevant experience in contact center solutions (CCaaS, Genesys, etc)
Experience managing interaction management platforms (ACD, IVR, CTI, omnichannel).
Knowledge of cloud environments (Azure, Genesys Cloud, Google Cloud).
Highly organized with the ability to handle multiple tasks simultaneously.
Ability to analyze and solve complex problems effectively, work quickly and maintain a calm, methodical approach in stressful situations.
Ability to work in a team and collaborate with different departments.
Understanding of data and different database systems.
Knowledge of using JIRA/Confluence to document requirements (an asset).
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, but must have
#LI-Hybrid
Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.IT Technical Advisor – Contact Center Solutions (CCaaS) • Toronto, 700 University Avenue
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