Job Title
IT Analyst – Contact Center Solutions Delivery (CC)
Build the future with us
Are you looking to actively contribute to the delivery and evolution of strategic contact center technology solutions? As an IT Analyst – Contact Center Solutions Delivery, you will play a key role in the analysis, design, implementation, and support of IT solutions—particularly on the Genesys Cloud CX platform—to effectively meet business needs.
This position is a great opportunity to showcase your skills and fully leverage your potential within a caring and reliable organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.
What you will accomplish with us
As an IT Analyst – Contact Center Solutions Delivery, you will be at the core of our mission. Your key responsibilities include:
Analyze, understand, and document partner and user needs in order to propose solutions aligned with business objectives;
Participate in the design of IT solutions in collaboration with the team, following the “just enough – just in time” approach and best practices;
Occasionally perform technical activities on the Genesys Cloud CX platform, including analysis, configuration, and deployment of solutions;
Ensure the quality of deliverables by conducting or participating in functional, technical, integrated, and user acceptance testing (UAT);
Act as a liaison between business teams and technical delivery teams;
Actively contribute to solution implementation, including proofs of concept, prototyping, validations, and effort estimation;
Produce and maintain complete, up-to-date documentation to ensure solution sustainability, operationalization, and evolution;
Support users and support teams, including the resolution of major incidents and contributions to continuous improvement.
What could accelerate your success in this role
We are looking for someone who:
Is recognized for strong analytical skills, problem-solving abilities, and the ability to handle complex technical requests;
Stands out for their expertise in contact center solutions (CCaaS), particularly Genesys Cloud CX, as well as analysis, design, and production deployment activities;
Demonstrates strong collaboration, communication, and the ability to explain technical concepts to both business and technical partners;
Is known for their autonomy, rigor, sense of responsibility, and commitment to service quality;
Has 2 to 5 years of experience in information technology, solution delivery, or a similar role related to contact centers;
Has knowledge of the insurance and financial services industry (an asset);
Is familiar with Lean and Agile principles and knows how to apply them in a team-based work environment (an asset).
Why you will enjoy working with us
A work environment where learning and development go hand in hand with a collective pursuit of excellence;
A healthy, safe, equitable, and inclusive environment where potential can be freely expressed and developed;
The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces;
Competitive benefits including: flexible group insurance, a competitive pension plan, employee share purchase plan, vacation and wellness & personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonuses, discounts on iA products, and more!
Apply now and take charge of your career—where your talent truly matters!
Hesitating to apply?
At iA, we believe in potential and value diverse experiences. If this role inspires you, take the leap—your place may be with us, and we would love to get to know you!
iA Financial Group
iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
At iA, we’re invested in you.
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.