IT Technical Advisor – Contact Center Solutions

Intact

IT Technical Advisor managing and optimizing systems for contact center solutions at Intact. Providing technical support and enhancing collaboration between departments.

Posted 7/8/2026full-timeMontréal • 🇨🇦 CanadaJunior💰 CA$64,100 - CA$78,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in configuring and administering contact center systems, particularly with Genesys Cloud, while effectively supporting users and optimizing tool usage. Strong ability to document processes, train team members, and collaborate across departments to enhance operational efficiency.

Highest-signal resume keywords

Contact Center Solutions ManagementGenesys Cloud AdministrationInteraction Management Platforms (ACD, IVR, CTI)Cloud Environment Knowledge (Azure, Google Cloud)Bilingualism (English and French)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center SolutionsGenesys CloudInteraction Management PlatformsACDIVRCTICloud EnvironmentsDatabase SystemsProcess DocumentationTechnical Support

Soft Skills

Organizational SkillsProblem-SolvingTeam CollaborationCommunication SkillsAdaptability

Tools & Technologies

JIRAConfluenceReporting ToolsTelephony SystemsOmnichannel Solutions

Industry Keywords

CCaaSTechnical SupportUser TrainingKnowledge TransferProcess Improvement

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

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

What you’ll need

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

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)