IT Technical Advisor Specialist - Contact Center Solutions (CCaaS)

Intact FC • Montreal, QC

5d • CA$109,900 - CA$134,300 • Hybrid

About The Position

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.

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.
• 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.
• Must be eligible to work in Canada

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.

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
• Defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level