Customer Consultant in energy sector handling customer inquiries via phone and email. Focusing on energy contracts, tariffs, and support for online portals.
IN
Hybrid IT Technical Advisor Specialist – Contact Center Solutions, CCaaS
Posted 2 days ago
About the role
- IT Technical Advisor Specialist managing and optimizing contact center technologies for seamless customer experience. Ensuring technical support and system performance in a collaborative environment.
Responsibilities
- 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
- 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.
- Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
- No Canadian work experience required however must be eligible to work in Canada.
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): 15%
- Pension offerings provide flexibility and long-term security for our employees beyond their careers.
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