Solutions Analyst

About the Role

The Solutions Analyst is responsible for the administration, support, and lifecycle management of CCaaS and CX platforms. The role focuses on maintaining platform stability, performance, and sustainability through structured operational practices and continuous improvement.

The Solutions Analyst performs incident and service request triage within an ITIL-aligned framework and supports system optimization through testing (including regression and smoke testing), root cause analysis, and enhancement validation. The role works closely with vendors and internal teams to resolve issues and improve platform performance, while developing knowledge assets and enabling the service desk through training and documentation. This position ensures platforms remain reliable, secure, and aligned with business and service delivery requirements.

What’ll You’ll Do

Incident & Service Request Management

• Triage and resolve incidents and service requests related to contact centre platforms.

• Maintain accurate records in ITSM tools and ensure timely resolution in accordance with SLAs.

• Escalate complex issues to appropriate support teams or vendors.

System Administration

• Administer and support Genesys, AWS Connect, Shelf, Genesys A3S, and SuccessKPI platforms.

• Perform configuration, monitoring, troubleshooting, and optimization of systems.

• Manage user provisioning, call routing, reporting, and integrations with other enterprise tools.

Quality Assurance & Compliance

• Develop and execute QA protocols to validate system functionality and performance.

• Ensure compliance with internal policies, IT security standards, and regulatory requirements.

• Maintain documentation and audit trails for compliance verification.

ITIL-Based Operations

• Apply ITIL principles to incident, problem, and change management processes.

• Participate in root cause analysis and continuous improvement initiatives.

• Support the Change Advisory Board (CAB) processes and ensure proper change documentation.

Documentation & Training

• Create and maintain system documentation, SOPs, and user guides.

• Provide training and support to end-users and junior analysts.

What You Bring

• A diploma or degree in Information Technology, Computer Science, Engineering, or a related field. Equivalent experience supporting enterprise or SaaS-based technology platforms may be considered in lieu of formal education.

• 2-5 years of experience in technical support, system administration, or operations for contact centre platforms or SaaS products such as Genesys, AWS Connect, Shelf, SuccessKPI, or similar cloud-based solutions.

• Hands-on experience with incident and service request management, ideally within an ITIL framework.

• Proven ability to manage user provisioning, call routing or reporting.

• Familiarity with quality assurance, compliance protocols, and audit documentation.

• Experience creating technical documentation, SOPs, and delivering training to end-users or junior team members.

What We Offer

We are invested in the overall health and future of our employees, and are proud to offer many benefits, including:

• Competitive, market-aligned compensation

• Comprehensive employer-paid benefits starting on day one

• Generous paid vacation

• Employer-supported Group Retirement Savings Plan

• Flexible hybrid and remote work options across Canada

• Flexible scheduling to support work-life balance and personal commitments

• Access to an Employee and Family Assistance Program (EFAP)

• Wellness resources, including Headspace

• Opportunities for professional growth and development

• Employee recognition programs and team events

Additional Application Information

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to request assistance in accessing job openings, applying for a job on this site, completing screening and/or interview questionnaires or participating in any aspect of the recruitment and selection process, please contact us [email protected]

This posting is for a current, active vacancy. Automated tools, including artificial intelligence, may be used to support the screening and assessment of applications.

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary
$77,963.00

Maximum Salary
$98,473.00