Senior IT Analyst, Genesys

Ville de Montréal

Responsible for the administration and evolution of the contact center digital platform. Collaborating with internal partners and ensuring platform availability for users in Montreal.

Posted 6/18/2026full-timeMontréal • 🇨🇦 CanadaSenior💰 CA$65,937 - CA$110,907 per yearWebsite

Tech Stack

Tools & technologies

CloudFlux

About the role

Key responsibilities & impact

Serve as the primary point of contact for internal and external partners
Ensure maintenance, monitoring, and optimization of the contact center platform
Collaborate with stakeholders to identify business needs and priorities and support the integration of user processes
Analyze requests, provide recommendations, and contribute to the platform's performance and security
Produce and maintain documentation (procedures, guides, standards)

Requirements

What you’ll need

Bachelor's degree or equivalent academic qualification in Computer Science or another relevant field
4 years of relevant experience in administration, configuration, advanced support, or evolution of a contact center platform (examples: Genesys, NICE CXone, Amazon Connect, Five9, Avaya, Cisco, etc.)
The City of Montreal currently uses Genesys (and related modules). Knowledge of Genesys (Cloud / Engage / CCC) and/or associated certification is a major asset
Experience designing call flows or multi-queue routing
Practical experience with APIs and automation
Experience working in public sector organizations or similar environments

Benefits

Comp & perks

Challenging, large-scale projects
A career serving the people of Montreal
Competitive compensation and benefits
Work-life balance
Opportunities for professional growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

administrationconfigurationadvanced supportcontact center platformcall flows designmulti-queue routingAPIsautomationGenesysNICE CXone

Soft Skills

communicationcollaborationanalysisrecommendationdocumentation