System analyst – Unified communication, telephony and CC

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model preserves the balance between working from home and enjoying meaningful in-person interaction. The needs for every role are different but on average, you will be together with your colleagues at least once per week, with our leadership team in office three to four days weekly to be present for their teams.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

We’re looking for an IT Technical Advisor to join our growing team!

What you'll do here:

• Act as a technical consultant to users, analyze needs, work on reference tools and proceed with the recommended implementation approach of processes and tools needed for the proper functioning and integrity of technological operations.
• Follow up on requests to guarantee complete resolution of problems, reduction of incidents or accelerate incident recovery time.
• Provide specialized support for the telephony infrastructure including but not limited to Genesys Cloud, Nice and Cisco UCCE.
• Build and maintain excellent interdepartmental collaborative working relationships.
• Support Intact’s operations optimization strategy by recommending and promoting self-service activities.
• Contribute to end-user reference manuals by documenting processes to improve the efficiency of actions and transfer knowledge.
• Assist in the training and transfer of knowledge or specialized skills to other team members when required.
• Embrace change, support vision, direction and collaboration with team members.
• Assist Senior Technicians with a variety of tasks (onboarding, projects, workflow management, etc.) as needed.

What you bring to the table:

• University degree/College diploma in related field or any combination of equivalent education and experience.
• 1-3 years experience in the end-user technical domain of expertise, supporting end-user services, products and solutions.
• Telephony experience required - Genesys and/or Nice
• Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations.
• Strong problem-solving capabilities and can work quickly and maintain a methodical and calm approach while working under stressful situations.
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences.

#LI-IT

#LI-Hybrid

#IN-QC

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact, belairdirect, or Johnson Insurance, please apply for this role on Contact People.