Junior Analyst, Contact Center

Montréal, Canada

Energetic, dynamic and on an accelerated growth trajectory. We’re inoria, the top Canadian provider of Contact Center and Unified Communications solutions and consulting services. We enable organizations to create powerful and meaningful interactions by encouraging our team to embrace challenges, evolution and innovation.

We seek new passionate team members to join our creative and agile learning environment. Enjoy open, modern facilities with wall-to-wall windows overlooking a unique urban green space in the heart of downtown Montreal, with easy access to public transportation, chic restos and the whole downtown vibe.

Why we need you:

We are currently seeking a reliable and hardworking Junior Contact Center Analyst to join our team. The applicant’s role will be to participate in Telephony Platform implementations and Workforce Optimization (WFO) projects for client organizations. The Junior business analyst participates in discovery sessions, identifying and documenting business needs and functional requirements for the solution to be implemented, create test cases to validate functionality and assist in training customer resources.

If you have operational and/or technical contact center experience and are looking for a challenge or if you’re looking to make the jump to a consultancy role, we want to meet you!
The ideal candidate will be bilingual, have outstanding communication skills, an interest to learn and will have worked with ACD solutions such as PureConnect (CIC) or Genesys Cloud and/or with WFO solutions.


Principal tasks and responsibilities include:

  • Define business needs
  • Conduct working meetings with clients
  • Capture and document requirements in functional analysis documents
  • Define and design IVR structures using Visio or draw.io
  • Provide concrete solutions to customer needs considering their ACD platform (PureConnect, Genesys
    Cloud, inoria Cloud, etc.)
  • Advise and assist customers or users in a continuous improvement and innovation perspective
  • Communicate business, operational, and functional requirements to development teams
  • Participate in quality control activities (prepare and perform Integration and User Acceptance Testing)
  • Train users (agents, supervisors, managers)
  • Lead product demonstrations
  • Make recommendations towards processes, tools, metrics, technology, etc., based on best practices

Qualifications and pre-requisites

  • Basic telephony knowledge and familiar with ACD routing principles
  • Minimum 5 years of contact center experience, using platforms such as Genesys PureConnect (formely
    CIC), Genesys Cloud (formely PureCloud), Cisco or Avaya in an operational context. Having worked with
    the administrative interface is an asset.Proficiency in Microsoft Office suite, including Visio
  • Knowledge of WFO solutions is an asset.
  • Having worked in a multi-channel environment un an asset
  • Fluency in both French and English (spoken and written) a must
  • Outstanding communication, presentation and interpersonal skills
  • College degree
  • Strong time management skills and ability to multi-task
  • Ability to work effectively both with and without supervision.
  • Professionalism, tact, lead by example, positive attitude
  • Proven flexibility and ability to tackle tasks outside the usual scope of work
  • Ability to work under pressure
  • Team player


Apply now.


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