IT Analyst – Contact Center Platform

Ville de Montréal

IT Analyst contributing to the administration and performance of contact center platform for Ville de Montréal. Collaborating with stakeholders and maintaining documentation for processes.

Posted 6/18/2026full-timeMontréal • 🇨🇦 CanadaJuniorMid-Level💰 CA$59,039 - CA$98,887 per yearWebsite

About the role

Key responsibilities & impact

Collaborate with stakeholders to identify needs and priorities and support the integration of user processes;
Perform configuration and parameterization of the platform;
Participate in the maintenance, monitoring, and optimization of the contact center platform;
Analyze requests, propose 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) in Computer Science or another relevant field
2 years of relevant experience related to the responsibilities of the position, such as support, configuration, or administration of a contact center platform or an equivalent technology platform (examples: Genesys, NICE CXone, Amazon Connect, Five9, Avaya, Cisco, etc.)
Your candidacy must be recommended following the SPVM security accreditation process.

Benefits

Comp & perks

Challenging, large-scale projects
A career serving Montreal residents
Competitive compensation and benefits
Work–life balance
Opportunities for career advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

configurationparameterizationmaintenancemonitoringoptimizationperformance analysissecurity analysisdocumentation production

Soft Skills

collaborationstakeholder engagementrecommendation proposal

Certifications

Bachelor's degree in Computer ScienceSPVM security accreditation