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