System Analyst

Responsibilities

• Meet with clients to understand business needs
• Design and configure complex solutions, specifically within Genesys Engage and/or NICE Mpower Cxone platforms
• Monitor system and module health
• Write functional and technical analyses using a DevOps (TDD) approach
• Develop functional and integrated test scenarios
• Participate in defining implementation and testing strategies
• Collaborate on processing structures and data models
• Support the operations team (MEO) and ensure documentation
• Analyze anomalies and propose sustainable solutions
• Respect and improve work processes and methods

Requirements

• Bachelor's degree in Computer Science with 3 years of relevant experience, or equivalent combination
• Experience with call center platforms (Genesys Engage, NICE Mpower Cxone, Khoros, Verint, etc.)
• Expertise in call routing (callflow), platform security administration, and service maintenance
• Knowledge of ACD/IVR, Dialer, and Omnichannel (Web chat, Social Network, etc.)
• Bilingual in French and English

Preferred Qualifications

• Proficiency with RestAPI and Postman
• Knowledge of AI (NLU, LLM, chatbot, etc.)
• Programming skills in Python, JSON, C#, or Perl
• Database and SQL knowledge
• Familiarity with SharePoint, JIRA, and Confluence

About the Company

Vidéotron is one of Canada's leading telecommunications companies, highly regarded by its customers and known for being at the forefront of technology.