Contact Center Solutions Advisor (CCaaS)

The Contact Center Solutions Advisor is responsible for managing, configuring, and optimizing the systems and technologies used in contact center operations. This role is essential to ensuring a seamless and efficient customer experience while maintaining the proper functioning of the tools and applications required by agents.

Requirements

• At least 2 years of experience with a CCaaS solution (Contact Center AI Platform - Google) and Microsoft Teams
• CaaS customer contact center solutions, including configuration, integration, and advanced troubleshooting, would be an asset
• Strong understanding of IP telephony concepts, SIP, call routing, trunking, SBC, network QoS, and communications security
• Knowledge of integration flows between CCaaS and UCaaS (CRM, IVR, NICE WFM, call recording, etc.)
• Proficiency with incident and change management tools (ServiceNow, FreshService, Jira)
• Knowledge of Azure AD, IAM, MFA environments, and identity management policies
• Ability to perform root cause analysis, develop corrective action plans, and document resolutions
• Excellent technical communication and ability to explain complex topics to non-technical teams
• Ability to work effectively in a complex, multi-team environment with strong planning and coordination skills
• Ability to interpret technical logs and diagnostics
• Strong customer service orientation, clear communication, and teamwork mindset
• Bilingual (French and English)

Benefits

• Financial rewards program
• Employee Share Purchase Plan with 50% matching
• Extensive flex pension and benefits package
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• Annual wellness account
• Access to tools and resources for physical and mental health
• Dynamic workplace learning ecosystem
• Inclusive employee-led networks
• Community Impact program
• Equal opportunity employer