Technical Solutions Architect designing Juniper and Aruba enterprise networking solutions for Arrow’s channel partners. Leading technical sales engagements, demonstrations, and solution architecture across North America.
About the role
- IT Technical Advisor managing and optimizing systems for contact center solutions at Intact. Providing technical support and enhancing collaboration between departments.
Responsibilities
- Configure and administer contact center systems, including interaction management platforms, telephony systems, and reporting tools, including but not limited to Genesys Cloud.
- Provide technical support to contact center agents and users to quickly resolve technical issues and optimize the use of tools.
- 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)
- Experience managing interaction management platforms (ACD, IVR, CTI, omnichannel).
- Knowledge of cloud environments (Azure, Genesys Cloud, Google Cloud).
- 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.
- Knowledge of using JIRA/Confluence to document requirements (an asset).
- For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
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)
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