Senior Business Analyst - Customer Contact Center
Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About the role
We're looking for a Senior Business Analyst - Customer Contact Center to join our growing team!
The role of Senior Business Analyst - Telephony and Contact Center involves analyzing, planning and improving an organization's telephony and contact center systems. This position is responsible for understanding business needs, developing effective solutions, and coordinating with technical teams to ensure the implementation of advanced telephony and contact center technologies. This strategic role aims to improve the customer experience and optimize company operations.
What you'll do here :
Collaborate with stakeholders to identify telephony and contact center needs, and propose appropriate solutions.
Participate in the planning, monitoring and implementation of telephony and contact center projects, ensuring compliance with deadlines and budgets.
Develop technical solutions in partnership with IT teams to meet business needs and improve operational efficiency.
Monitor technological developments in telephony and contact centers to recommend relevant innovations.
Analyze existing processes and identify improvement opportunities to increase productivity and customer satisfaction.
May contribute to user training on new solutions and to change management, facilitating the adoption of new technologies.
Participate in the validation of implemented solutions, ensuring that they meet user needs and defined success criteria.
Maintain complete and up-to-date documentation of processes, solutions and system modifications.
Work closely with development teams to translate business requirements into technical specifications, ensuring a clear understanding of expectations.
Monitor and evaluate the performance of implemented solutions, identifying opportunities for improvement and recommending modifications where necessary.
Establish and maintain strong relationships with stakeholders, communicating regularly on project progress and gathering feedback to improve processes.
Provide analysis and reporting to support decision-making, using data and key performance indicators to assess the effectiveness of solutions.
May mentor junior business analysts or team members, sharing knowledge and expertise to strengthen team capabilities.
Identify best practices and propose recommendations to improve business analysis processes and solution development within the organization.
What you bring to the table :
Minimum 5 years as an IT business analyst, with specific expertise in telephony and contact centers.
Bachelor's degree in computer science, business management or related field.
Solid understanding of telephony technologies, VoIP, contact center systems (such as NICE CXOne, Cisco Finesse, Genesys cloud, Microsoft Teams), and network protocols.
Ability to analyze complex data and produce clear, relevant reports.
Experience in project management using agile and/or traditional methodologies.
Excellent written and verbal communication skills to interact with diverse teams and present solutions to management.
Certification in project management (PMP, Scrum) or business analysis (CBAP).
Experience with CRM and speech analytics tools.
No Canadian work experience required, but must have authorization to work in Canada.
Bilingualism (French and English) - Need to interact on a regular basis with colleagues across the country.
#LI-Hybrid
What we offer
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
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, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
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.
Learn more about our recruitment process and your candidate journey here.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.