Technical Advisor – Contact Center Solutions – CCaaS
Job Description
Description
Technical Advisor – Contact Center Solutions – CCaaS
Join to apply for the Technical Advisor – Contact Center Solutions – CCaaS role at Intact
Technical Advisor – Contact Center Solutions – CCaaS
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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
The Contact Center Solutions Advisor 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.
What You’ll Do Here
- System Configuration and Management: Configures and administers contact center systems, including interaction management platforms, telephony systems, and reporting tools.
- Technical Support: Provides technical support to agents and contact center users, swiftly resolving technical issues and optimizing tool usage.
- Performance Monitoring: Monitors system performance in real time to identify and address issues before they impact the customer experience.
- System Integration: Collaborates with other teams to ensure the integration of contact center solutions with enterprise systems such as CRMs and ERPs.
- Data Analysis: Generates reports and analyses on contact center performance, identifying trends and recommending improvements.
- User Training: Develops and delivers training sessions for agents and staff on new features and best practices for system use.
- System Updates Management: Plans and executes system updates to ensure they remain up-to-date, secure, and aligned with organizational needs.
- Incident Management: Responds to system-related incidents, performing root cause analysis and implementing solutions to prevent recurrence.
- Continuous Improvement: Regularly evaluates existing processes and technologies to recommend enhancements that increase efficiency and service quality.
- Access and Security Management: Manages system access, ensuring customer data security and compliance with regulatory requirements.
- Documentation: Writes and maintains technical and functional documentation, including user manuals and operational procedures.
- Team Collaboration: Works closely with support, development, and security teams to ensure systems function cohesively and effectively.
- Technology Watch: Stays informed about the latest trends and technologies in the contact center industry, proposing innovative solutions to enhance operations.
What You Bring To The Table
- 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.
- No Canadian work experience required however must be eligible to work in Canada
What We Offer
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Working Here Means You’ll Be Empowered To Be And Do Your Best Every Day. Here Is Some Of What You Can Expect As a Permanent Member Of Our Team
- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness
Company
Intact
Location
Laval
Country
Canada
Salary
100.000
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