IT Technical Advisor – Contact Center Solutions (CCaaS)

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. 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 - 78,300 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 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 We are looking for a System analyst – Genesys, telephony and CC for our growing team! What you'll do here: Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices in implementing the processes and tools necessary to ensure the smooth running and integrity of technology operations. Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud. Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time. 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) 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. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.