System analyst – Genesys, telephony and CC

Intact FC • Montreal, QC

37d • Hybrid

About The Position

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.

Requirements

• 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.
• 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

Nice To Haves

• Knowledge of using JIRA/Confluence to document requirements (an asset).

Responsibilities

• 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.

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): 7.5%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Opportunity to receive guaranteed income for life via our defined benefit pension plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees