Senior VoIP contact specialist

Description du poste

Salary: $80,000 - 110,000 per year

Exigences

• Degree in computer science (DEC or BAC) or equivalent in information technology, telecommunications, or a related field.
• 2 to 5 years of experience in technical support for VOIP (levels 1 and 2).
• At least 3 years of hands-on technical experience with CCaaS solutions (Genesys, Talkdesk, Cisco, Five9, etc.).
• Bilingual (French and English) is essential.
• Strong communication and collaboration skills with multidisciplinary teams.
• Proactive, self-motivated, and capable of self-directed learning.
• Ability to work in a structured, methodical, and organized manner.
• Skills in analyzing and synthesizing information to clarify issues for clients.

Responsabilités

• Address technical issues requiring in-depth expertise using specific diagnostic tools.
• Reproduce problems in Paxyl environments or client settings.
• Resolve advanced VOIP issues across various environments including WebRTC and physical phones, as well as on-premise/cloud challenges related to telephony and networking (SBC, SIP, routing, redundancy, QoS, security).
• Collaborate closely with tech leads and sales teams to tackle more complex issues as necessary.
• Participate in integration projects for specific tasks (testing, change requests, etc.).
• Engage in on-call support rotation during evenings and weekends (approximately one week per month).
• Draft and present change requests using a template that includes steps, risks, and impacts for internal committee approval.
• Manage client routing strategy modifications to meet or enhance requirements (Voice Routing, Web Messenger, BotFlow, etc.).
• Work with external vendors for second or third-level support.
• Serve as a technical reference on contact center platforms (e.g., Genesys Cloud, Cisco Webex One, Amazon, Talkdesk, Nice CXone, etc.).
• Contribute to technology decisions and tool/solution selection.
• Suggest ongoing improvements based on usage and business needs.
• Aid in standardizing configurations and processes.
• Enhance internal knowledge bases.
• Mentor and train intermediate and junior specialists.
• Share best practices and feedback.

Technologies

• Cloud
• Cisco
• Genesys
• Support
• Security
• Web
• DevOps
• IAM
• LAN
• VPN

Ce que nous offrons

Présentation

At Paxyl, we are looking for a Senior VOIP/Contact Center Specialist to diagnose and resolve service-related issues, ensuring high-quality support for our clients and employees. We offer a competitive salary and benefits package, including collective insurance. Our hybrid work model allows for 2-3 days in the office, complemented by a flexible remote work policy that promotes work-life balance. Our modern and welcoming work environment is located in the heart of Griffintown, just steps away from the Lachine Canal. Join our dynamic company culture featuring an engaged social club and collaborative activities, as well as real opportunities for career development. We believe in the strength of diversity and encourage applications from individuals of all backgrounds, valuing an inclusive, fair, and respectful workplace.

last updated 18 week of 2026