About the role
As a subsidiary of Intact, Partner Solutions (PSI) is a proud partner with the insurance broker community and offers turnkey, IT hosting services.
Our goal is to be a digital enabler in this market, offer simple, emerging technology solutions, ensure a safe and secure IT environment, and provide second-to-none customer service.
Your role :
We are looking for a seasoned business analyst to work with our internal team and our outsourced partner in delivering telephony and contact center solutions to our brokers and agencies.
Your goal is to ensure that our contact center solutions is optimal and provide value to our partners.
Here are a few ways you will make a difference :
Develop and maintain strong business relationships with users and suppliers
Carry out and document the collection of business needs
Translate business needs into functional language
Document use cases, business rules, etc
Analyze and understand user requests
Advise users on the different options that can meet their needs
Coordinate change requests related to development
Provide support by acting as a link between users and available solutions
Establish, document and plan test scenarios
Execute test plans and document results
Qualifications
What you bring to the table :
Telephony experience is essential
Experience with Cloud Contact Center Solutions is a plus (e.g., Genesys, Cisco UCCE, NICE, talldesk, Five9, or Salesforce)
Minimum 8 years delivery experience with Enterprise Software / Services environment (specific to Enterprise grade Contact Centre core CTI platforms)
Record of delivery with both business & IT organizations
Bilingual in English and French is essential
You are customer service oriented with a problem-solving attitude
You will possess excellent verbal and written communication skills to clearly communicate the roles and responsibilities of the team and customer expectations
You will be comfortable collaborating with cross-functional teams, to interact directly with leaders across departments, as well as provide leadership to the team on the implementation of new initiatives
Here are a few reasons why others have joined our team :
An award-winning, inspiring workplace that supports its people and recognizes great work
Stimulating, challenging projects and development opportunities to help you grow your skills and career
A comprehensive financial rewards program that recognizes your success
An extensive, flexible benefits package
An industry leading Employee Share Purchase Plan where we match 50% of net shares purchased
A $350 annual wellness account that promotes an active lifestyle
Flexible Work Arrangements
We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.
hybrid
