Job Description

Job Description:

You will be working on a flexible hybrid schedule as part of Fidelitys dynamic working arrangement.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026 when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

At Fidelity weve 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 were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and professionally

Business Overview:

Fidelity Canadas Telecom department operates within a global framework while maintaining a specialized locally focuses 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.

What You Will Do:

As a Genesys Cloud Support Engineer you will design support and optimize cloud-based contact center solutions leveraging Genesys Cloud capabilities across routing IVR workforce management analytics and AI-driven features. You will collaborate closely with development and engineering teams to resolve complex technical challenges and ensure seamless integration with enterprise systems and communication platforms.

The Value You Deliver:

• Develop solution architectures and ensure seamless integration with existing enterprise systems and communication platforms
• Providing technical support to users of the Genesys Cloud platform.
• Assisting users with troubleshooting technical issues related to the Genesys Cloud software including call routing IVR and other contact center features.
• Providing mentorship on setting up and configuring Genesys Cloud accounts contact center routing strategies and integrations with other systems.
• Resolving user inquiries and concerns via email chat or phone support in a timely and professional manner.
• Collaborating with the development team to raise and resolve complex technical issues ensuring outstanding service delivery.
• Crafting and maintaining support documentation and knowledge base articles for Genesys Cloud users.
• Leading training sessions for users on how to effectively apply Genesys Clouds features and optimize their contact center operations.
• Staying updated on new Genesys Cloud features and updates to provide accurate and current support.

What Were Looking For:

• Minimum 5 years of proven experience with Genesys Cloud or similar contact center technologies.
• Completion of a post-secondary education in an IT related program and/or equivalent industry experience
• Strong experience in Genesys routing IVR Call flows Scripting Analytics API and integrating Genesys Cloud across enterprise systems.
• 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.

Current work authorization for Canada is required for all openings.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. Thats why we offer a competitive compensation package designed to support your success todayand your financial well-being tomorrow.

For this role your total rewards include:

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $123000 to $146000 based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment we invest in your future with an RRSP contributionno employee matching required.

Were proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organizationan opportunity to step into a role where your talents will make a meaningful difference.

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview the recruiter who contacts you can best answer your questions.

Some of the ways well 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 11000 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 Canadas 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 .

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.

Why Work at Fidelity

We are proud to be recipients of the following:

Awards

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas Top Employers for Young People

Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer

Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team