System analyst – Genesys, telephony and CC

Intact is a company focused on helping people, businesses, and society prosper. They are seeking a System Analyst to act as a technical advisor for users, ensuring the smooth running of technology operations and providing specialized support for telephony infrastructures, particularly Genesys Cloud.

Responsibilities

• Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices in implementing the processes and tools necessary to ensure the smooth running and integrity of technology operations
• Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud
• Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time
• 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

Skills

• 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
• Experience in telephony, specifically on Genesys Cloud, required
• 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
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country
• Knowledge of using JIRA/Confluence to document requirements (an asset)

Benefits

• 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)
• Annual Bonus Target, Based On The Base Salary, With a Potential Payout Of Up To Double The Target (subject To Personal And Company Performance)
• 7.5%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Our pension offerings provide flexibility and long-term security for our employees beyond their careers.
• We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Company Overview