Network Administrator

Current work authorization for Canada is required for all openings.

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

Business Overview:

Fidelity Canada’s Telecom department operates within a global framework while maintaining a specialized, locally focused presence. As a relatively small but integral part of the organization, we adhere to global standards while delivering outstanding, high-touch support.

Reporting through Infrastructure Canada up to the Chairman of Canada, our team is responsible for all aspects of telecommunications, encompassing data networks, voice communications, and audio-visual services. We ensure seamless connectivity and support, aligning with both local and global operational requirements.

Key Responsibilities:

• Provide technical support to users of the Genesys Cloud platform.
• Assist users with troubleshooting technical issues related to the Genesys Cloud software, including call routing, IVR, and other contact center features.
• Provide mentorship on setting up and configuring Genesys Cloud accounts, contact center routing strategies, and integrations with other systems.
• Resolve user inquiries and concerns via email, chat, or phone support in a timely and professional manner.
• Collaborate with the development team to raise and resolve complex technical issues, ensuring outstanding service delivery.
• Craft and maintain support documentation and knowledge base articles for Genesys Cloud users.
• Lead training sessions for users on how to effectively apply Genesys Cloud's features and optimize their contact center operations.
• Stay updated on new Genesys Cloud features and updates to provide accurate and current support.

Qualifications and Requirements:

• Minimum 3+ years of proven experience with Genesys Cloud or similar contact center technologies.
• Completion of a post-secondary education in an IS related program and/or equivalent industry experience.
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal.
• The ability to collaborate effectively with team members and other departments.
• A proactive and determined approach to providing world-class customer support.
• Experience crafting and maintaining support documentation.
• The ability to conduct training sessions and explain technical concepts clearly to users.
• A dedication to staying updated on the latest industry trends and technologies.

Note: In our current post-pandemic environment, employees are required to be on-site two days per week. This requirement is subject to change based on future circumstances.

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in-office options.
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy.
• Parental leave top-up to 100% of your salary for a period of 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice.
• Diversity and inclusion programs, including an active network of Employee Resource Groups.
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.
• We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

Fidelity Canada is an equal opportunity employer.

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process: Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.