Hybrid IT Technical Advisor Specialist – Contact Center Solutions, CCaaS

at Intact

• Job title: IT Technical Advisor Specialist – Contact Center Solutions, CCaaS
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$109,900 - CA$134,300 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, Python, VoIP
• Location requirements: Hybrid, Montreal, Canada

About the role

• IT Technical Advisor Specialist managing and optimizing contact center technologies for seamless customer experience. Ensuring technical support and system performance in a collaborative environment.

Responsibilities

• Configures and administers contact center systems, including interaction management platforms, telephony systems, and reporting tools.
• Provides technical support to agents and contact center users, swiftly resolving technical issues and optimizing tool usage.
• Monitors system performance in real time to identify and address issues before they impact the customer experience.
• Collaborates with other teams to ensure the integration of contact center solutions with enterprise systems such as CRMs and ERPs.
• Generates reports and analyses on contact center performance, identifying trends and recommending improvements.
• Develops and delivers training sessions for agents and staff on new features and best practices for system use.
• Plans and executes system updates to ensure they remain up-to-date, secure, and aligned with organizational needs.
• Responds to system-related incidents, performing root cause analysis and implementing solutions to prevent recurrence.
• Regularly evaluates existing processes and technologies to recommend enhancements that increase efficiency and service quality.
• Manages system access, ensuring customer data security and compliance with regulatory requirements.
• Writes and maintains technical and functional documentation, including user manuals and operational procedures.
• Works closely with support, development, and security teams to ensure systems function cohesively and effectively.
• Stays informed about the latest trends and technologies in the contact center industry, proposing innovative solutions to enhance operations.

Requirements

• 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.
• 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.

Benefits

• 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)
• 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%
• Pension offerings provide flexibility and long-term security for our employees beyond their careers.