Senior Business Analyst – Customer Contact Center
Job Description
Description
Senior Business Analyst – Customer Contact Center
Join to apply for the Senior Business Analyst – Customer Contact Center role at Intact
Senior Business Analyst – Customer Contact Center
3 days ago Be among the first 25 applicants
Join to apply for the Senior Business Analyst – Customer Contact Center role at Intact
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.
About The Role
We’re looking for a Senior Business Analyst – Customer Contact Center to join our growing team!
The role involves analyzing, planning, and improving telephony and contact center systems. Responsible for understanding business needs, developing solutions, and coordinating with technical teams to implement advanced telephony and contact center technologies. The goal is to enhance customer experience and optimize operations.
What You’ll Do Here
- Collaborate with stakeholders to identify needs and propose solutions.
- Participate in planning, monitoring, and implementing projects, ensuring compliance with deadlines and budgets.
- Develop technical solutions with IT teams to meet business needs and improve efficiency.
- Monitor technological developments and recommend relevant innovations.
- Analyze processes and identify improvements to increase productivity and satisfaction.
- Contribute to user training and change management for new technologies.
- Validate solutions to ensure they meet user needs and success criteria.
- Maintain documentation of processes, solutions, and system changes.
- Work with development teams to translate business requirements into technical specifications.
- Evaluate performance of solutions and recommend improvements.
- Establish relationships with stakeholders and communicate project progress.
- Provide analysis and reporting to support decision-making.
- Mentor junior analysts or team members as needed.
- Identify best practices and propose process improvements.
What You Bring To The Table
- Minimum 5 years as an IT business analyst, with expertise in telephony and contact centers.
- Bachelor’s degree in computer science, business management, or related field.
- Understanding of telephony technologies, VoIP, contact center systems (e.g., NICE CXOne, Cisco Finesse, Genesys, Microsoft Teams), and network protocols.
- Ability to analyze complex data and produce clear reports.
- Experience in project management using agile and/or traditional methods.
- Excellent communication skills in both written and verbal forms.
- Certifications in project management (PMP, Scrum) or business analysis (CBAP).
- Experience with CRM and speech analytics tools.
- No Canadian work experience required, but must have authorization to work in Canada.
- Bilingual in French and English for regular interaction across the country.
What We Offer
Our hybrid work model balances remote and in-person work. As a permanent team member, you can expect:
- A financial rewards program recognizing your success
- An Employee Share Purchase Plan with 50% matching
- Extensive benefits including virtual healthcare
- Flexible work arrangements
- Option to purchase up to 5 extra days off annually
- An annual wellness
Company
Intact
Location
Montreal
Country
Canada
Salary
100.000
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