Customer Systems Manager

Customer Systems Manager

GAME ON – OLG needs you

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.

We are ready to take this game to the next level and need a passionate Customer Systems Manager to play a key role in the administration, configuration, and optimization of divisional CRM systems and related technologies. In collaboration with the Director, Channel Implementation and Senior Customer Systems Manager, this role acts as a key liaison between end-users, divisional stakeholders, enterprise technology teams, and external vendors to ensure the efficient operation and enhancement of the Channel Implementation systems portfolio. This role provides technical support, assists in system integrations, and contributes to the continuous improvement of CRM tools, workflows, and automation solutions that align with the divisional strategy and operational needs.

YOUR ROLE IN THE GAME

Reporting to the Director Channel Implementation, you will be empowered to:

• Support the day-to-day administration of Customer Relationship Management (CRM) tools, including MS Dynamics Customer Engagement, MS Fabric and Power BI, ice IVR, Workforce Management, and Winline IVR, ensuring consistency and alignment with operational needs.
• Implement workflow changes, system configurations, and minor enhancements as directed by the Senior Manager.
• Provide technical support for Channel Implementation stakeholders, including participation in on-call rotations. Proactively troubleshoot issues, identify root causes, and ensure timely escalation of complex cases to the Senior Manager or Enterprise IT when required.
• Seek opportunities to continuously improve Power Automate workflows, Power BI reports, and Power Apps solutions to optimize system functionality. Actively monitor application performance and system resource usage, ensuring stability and scalability.
• Administer role-based access, ensuring users have appropriate system permissions under governance guidelines.
• Collaborate with internal teams and vendors to support the integration of CRM with other platforms (ice, Calabrio, Qualtrics, etc.).
• Maintain records of system configurations, troubleshooting guides, and process improvements.
• Assess and execute change requests in alignment with procurement and IT governance policies. Proactively prepare and distribute clear communications to internal stakeholders regarding upcoming system outages, enhancements, or upgrades to ensure awareness and minimize disruption.
• Identify opportunities to optimize system performance, user experience, and overall efficiency.

WHAT YOU NEED TO PLAY

Work Experience: ​5+ years of system administration experience collaborating with Contact Centre systems and technologies (e.g., MS Dynamics, ice, Calabrio); experience supporting and maintaining systems with multiple integration points; demonstrated ability to manage sensitive operational and employee data with discretion and confidentiality; experience collaborating with cross-functional teams to troubleshoot, optimize, and enhance systems; background in business and system process improvement is an asset.

Knowledge & Education: ​University degree or college diploma in Information Technology or a related field; familiarity with MS Dynamics CRM administration or other CRM platforms (e.g., Salesforce); knowledge of the Microsoft Power Platform, including Power Automate, Dataverse, Power BI, and Power Virtual Agents; understanding of SDLC and project management principles; development knowledge in SQL, .NET, C#, JavaScript, HTML, CSS, and API development; fundamental understanding of cloud infrastructure and its role in enterprise applications; exposure to gaming, entertainment, or other customer-focused industries is an asset; technical understanding of Contact Centre systems and CRM technologies, including:

• ​Core customizations and business process flows
• Solutions management (Managed vs. Unmanaged, deployment strategies)
• Administration portals and environment management
• User roles, security models, and access management
• Process automation and workflow development
• ​Data management and Dataverse analytics

Critical Skills: ​Technical problem-solving and system design expertise; effective communication and people skills to engage with both technical and non-technical stakeholders; analytical and conceptual thinking to support process optimization; ability to manage complex stakeholder relationships across different business units; strong negotiation and influencing skills when collaborating with internal teams and external vendors; critical thinking and strategic decision-making in system support and enhancements; research skills to investigate emerging CRM technologies and best practices.

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness

Licenses, Registrations, Certificates: ​This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
• Flexible Work Environment: to help balance both work and life
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength
• Learning Galore: 24-7 access to robust online learning programs
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at www.olg.ca

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

#LI-Onsite

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2._