Retail & Contact Centre Systems Coordinator

We are seeking a highly motivated and technically skilled Retail & Contact Centre Systems Coordinator to join our Telecom & Retail Services department. As a Retail & Contact Centre Systems Coordinator you’ll play a pivotal role in administering WCLC’s Contact Centres, Telephony services, and supporting infrastructure. You’ll serve as the primary contact for user support and incidents to ensure seamless communication and operational efficiency across the organization. You will also help support the administration of the lottery Retail Network.

Accountabilities and Responsibilities:

• Primary Contact for all Contact Centre, call queues, Winning Numbers Lines and other telephony-related incidents and issues.

• Support administration of work order installation/moves/removal requests for Network services at Retail.

• Manage and administer Telephony-related user additions, changes and removals, soft phone extensions for VoIP/MS Teams.

• Oversee operation of Telephony infrastructure including caller queues, call bursting and callback times.

• Administer Contact Centre call recordings for PCI Compliance.

• Monitor performance of Telephony infrastructure for performance and billing reconciliation.

• Work with internal stakeholders and vendors to plan, budget, and implement Telephony Releases, enhancements and upgrades.

Qualifications & Competencies:

Required:

• 3+ years’ experience working in an IT or Telecom related environment.

• Experience working with Telephony systems administration (VoIP, MS Teams, call centre platforms).

• Basic networking and Telecom knowledge.

• Experience working with Service Desk ticketing systems (JIRA) and IT service management platforms (Service Now).

• Strong troubleshooting and problem-solving abilities.

• Experience coordinating with vendors, internal IT teams and users.

• Excellent communication skills, both written and verbal.

• Strong organizational and record-keeping skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience with Ice Contact Centre or similar call center software.

• Understanding of PCI compliance for call recordings.

Who we are

You may not be very familiar with WCLC, but you’re almost certainly familiar with the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets.

WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries – at retail and online – and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We work closely with our provincial partners to bring a first-rate lottery experience to our players and meet their changing needs with new technology and tools.

We know it’s our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams who are proud to live and work in our region. We’d love to talk to you about how you fit into that.

We offer a challenging, collaborative work environment, competitive benefits, and a good work-life balance.