Contact Center Solutions Advisor

2 weeks ago

Laval, Pays de la Loire, Canada Intact FC Full time $80,000 - $120,000 per year

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: 

  • Act as a technical expert and escalation point for the Google CCaaS and Microsoft Teams environments. 

  • Ensure overall supervision and performance of telephony and collaboration platforms.  

  • Perform proactive monitoring through dashboards and monitoring tools.  

  • Manage configuration requests (queues, routing, users, permissions, workflows).  

  • Analyze major incidents, identify root causes, and propose sustainable solutions. 

  • Responsible for managing the MACDs assigned to our department.  

  • Provide technical guidance and support to Level 2 Service Desk agents.  

  • Contribute to defining technical standards and the evolution of environments in collaboration with IFC or PSI architects.  

  • Coordinate changes, updates, and deployments with internal teams and partners.  

  • Manage technical documentation, scripts, and operating procedures.  

  • Participate in continuous improvement, reliability, and automation initiatives for CCaaS/UCaaS environments. 

What you bring to the table: 

  • At least 2 years of experience with a CCaaS solution (Contact Center AI Platform - Google) and Microsoft Teams  

  • CaaS customer contact center solutions, including configuration, integration, and advanced troubleshooting, would be an asset. 

  • Strong understanding of IP telephony concepts, SIP, call routing, trunking, SBC, network QoS, and communications security.  

  • Knowledge of integration flows between CCaaS and UCaaS (CRM, IVR, NICE WFM, call recording, etc.).  

  • Proficiency with incident and change management tools (ServiceNow, FreshService, Jira).  

  • Knowledge of Azure AD, IAM, MFA environments, and identity management policies. 

  • Ability to perform root cause analysis, develop corrective action plans, and document resolutions.  

  • Excellent technical communication and ability to explain complex topics to non-technical teams.  

  • Ability to work effectively in a complex, multi-team environment with strong planning and coordination skills.  

  • Ability to interpret technical logs and diagnostics.  

  • Strong customer service orientation, clear communication, and teamwork mindset. 

  • Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.

  • Canadian work experience required however must be eligible to work in Canada 

#LI-Hybrid 

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 account that promotes an active and healthy lifestyle

  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

  • A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

  • Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

  • Inspiring leaders and colleagues who will lift you up and help you grow

  • A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We'll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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