About the role

We are looking for a System analyst – Genesys, telephony and CC for our growing team!

What you'll do here:

• Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices in implementing the processes and tools necessary to ensure the smooth running and integrity of technology operations.
• Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud.
• Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time.
• 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.

What you bring to the table:

• University degree or college diploma in a relevant field, or any equivalent combination of training and experience.
• 2 to 3 years' relevant experience in contact center solutions
• Experience in telephony, specifically on Genesys Cloud, required.
• At least one year's experience in all aspects of IT incident and problem management.
• 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.
• No Canadian work experience required, but must have

Work Model

#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.