System Solutions Analyst

Are you the kind of person who can look at a call flow, IVR, or routing logic and instantly see where it’s breaking and how to make it smarter?

This role is for someone who enjoys  systems, logic, and problem-solving , and who gets real satisfaction from making technical experiences  cleaner, faster, and easier for people to use . You’ll support and improve the technology that powers our client contact experiences such as IVR, call flows, bots, integrations, and AWS Connect configurations and you’ll grow into a true subject‑matter expert with the support of a strong team.

This role will not be a fit if  you want predictable, repetitive tasks, prefer not to talk to people (clients or internal partners), or don’t enjoy troubleshooting when systems behave in unexpected ways. We’re looking for curiosity, resilience, and someone who likes to figure things out.

Here’s The Deal:

This is a full-time permanent position.

You will be supporting our client contact technologies from IVRs, call flows, bots, integrations, and AWS Connect environments.

You will work with our Senior Systems Administrator, and you’ll act as their direct backup to ensure seamless coverage and knowledge continuity.

Expect regular interaction with our clients and internal teams, because great systems require great collaboration.

Salary will be determined based on skills and experience.

What We Offer:

Health, Dental, and Vision Benefits at 30 days, as well as dedicated virtual health access.

Group RSP with matching contribution option.

Life Insurance.

Free employee & family assistance program (legal, financial, health).

A bright, modern Halifax office with natural light, close to major bus routes, and free parking when you're in the office – we work remotely, hybrid and in office.

A culture where your time here should be “time well spent” you’ll learn, grow, and build career capital.

What You’ll Do:

You’ll be hands‑on with the technology that powers our client contact experiences including:

Design and maintain IVR systems and call/contact flows, routing logic, and customer journeys with user experience in mind.

Support and optimize client contact technologies (beyond just phone): email, bots, and platform integrations.

Scope, configure, and deliver professional services for AWS Connect environments.

Be a direct technical contact for troubleshooting, advising, building, and improving.

Work in concert with our Senior Systems Administrator.

Apply structured, logical thinking to system and design challenges, and then share with our team and clients.

Using and growing your basic coding abilities (HTML, logical syntax, flow logic).

Continuously learning new technologies, tools, and design approaches.

What We’re Looking For:

We’re hiring for potential and fit, not perfection. If you’re early in your career but you’re sharp, curious, and technical‑minded, we want to meet you.

Technical Foundations:

Exposure to  coding, logic structures, system design , or contact technologies (doesn’t need to be deep but it needs to be real)

Comfortable mapping  logic paths / branching workflows / user journeys

Basic coding familiarity (HTML, syntax, or similar) and willingness to level up

Mindsets That Matter Here:

Curious & Ambitious:  you like learning, experimenting, and becoming the person who “figures it out”.

Structured & Resilient:  you stay organized, think methodically, and don’t quit when the first approach doesn’t work. Excellent time management and organizational skills with the ability to manage multiple projects with shifting priorities.

Systems & Design Thinker:  you naturally think in inputs/outputs, dependencies, and “if-this-then-that”.

Clear Communicator:  you can explain technical things plainly, build trust, and work directly with clients and partners.

Post secondary diploma in a technical field, tech training, or equivalent experience is ideal, but not required. Some experience and a strong aptitude will also be considered.

You may be early in your career and that’s okay. We’re hiring for potential, not perfection.

Our intention is to be an actively anti‑racist organization, and our goal is to provide a work environment that creates a sense of belonging for all people. If that doesn’t align with who you are, we encourage you to look elsewhere for work.

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