IT Technical Advisor Specialist – Contact Center Solutions

Intact

IT Technical Advisor Specialist responsible for managing systems in contact center operations at Intact. Ensuring efficient customer experiences and optimizing tool usage within teams.

Posted 5/16/2026full-timeMontréal • 🇨🇦 CanadaMid-LevelSenior💰 CA$109,900 - CA$134,300 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudPythonVoIP

About the role

Key responsibilities & impact

Configures and administers contact center systems, including interaction management platforms, telephony systems, and reporting tools.
Provides technical support to agents and contact center users, swiftly resolving technical issues and optimizing tool usage.
Monitors system performance in real time to identify and address issues before they impact the customer experience.
Collaborates with other teams to ensure the integration of contact center solutions with enterprise systems such as CRMs and ERPs.
Generates reports and analyses on contact center performance, identifying trends and recommending improvements.
Develops and delivers training sessions for agents and staff on new features and best practices for system use.
Plans and executes system updates to ensure they remain up-to-date, secure, and aligned with organizational needs.
Responds to system-related incidents, performing root cause analysis and implementing solutions to prevent recurrence.
Regularly evaluates existing processes and technologies to recommend enhancements that increase efficiency and service quality.
Manages system access, ensuring customer data security and compliance with regulatory requirements.
Writes and maintains technical and functional documentation, including user manuals and operational procedures.
Works closely with support, development, and security teams to ensure systems function cohesively and effectively.
Stays informed about the latest trends and technologies in the contact center industry, proposing innovative solutions to enhance operations.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center solutionstelephony systemsinteraction management platformsKPI trackingcustomer journey optimizationsystem integrationautomationscriptingperformance monitoringsecurity compliance

Soft Skills

communicationuser trainingcurious mindsetadaptabilitycollaboration