Senior Bilingual Technical Services Specialist

About AlayaCare:

At AlayaCare, we’re revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

About the role: 

As a Senior Technical Services Specialist within the Technical Services department, you will have the opportunity to make a positive impact with our customers. You will play a key role in our team by leveraging your technical expertise and business acumen to ensure the successful implementation of solutions for our clients and their stakeholders.

This role will work directly with external customers and internal team members and serve as a Data Migration subject matter expert.

You will work closely with the Associate Director, Technical Services and Technical Services Manager on small medium and large/Enterprise data migration, technical aspects of an implementation such as data visualization, Integrations and workflow recommendations

A day in the life:   

• Act as the primary technical services resource for medium, large/enterprise data migration projects Coordinating with internal departments (sales, product, PSO, support) on timelines and outstanding action items.
• Act as a secondary technical resource for small data migration projects, assisting the Technical Lead with internal and external project work.
• Assist clients in developing a mapping process for data from their legacy system to AlayaCare. 
• Develop testing plans and run sample data to validate mapping accuracy.
• Provide phone based, and occasionally on-site strategic and tactical consulting related to data migration projects.
• Facilitate internal and client facing meetings, answering questions, and providing recommendations to clients on technical matters including but not limited to data migration, custom reporting requests, SQL queries, Excel reporting, API integration (Turn-Key Integrations), flat file integration. 
• Gather, summarize and document information on client data requirements and current processes. 
• Identify and mitigate potential roadblocks. 
• Contribute to, and building upon, best practices and methodologies for technical services including but not limited to working with internal teams to develop, maintain and optimize our delivery pipelines.
• Act as a resource to the rest of the client success team regarding technical services best practices. This includes training for the team members, maintenance of training materials, and best practices, acting as an escalation resource for risk mitigation and issues during a project.

What you bring to the team:  

• Bilingual English and French is required.
• Ability to work on-site a minimum of 2 days a week in-office (Toronto or Montreal).
• University degree in Business, Commerce, Finance, Engineering or a related field.
• Minimum of 3 years of related experience (at a B2B Technology Software company would be an asset).
• Proficiency in SQL, API, JavaScript (asset), Python (asset), Microsoft Excel, PowerPoint, Looker/ Tableau, Jira, Confluence. Strong analytical, problem-solving, and critical thinking skills – with strong attention to detail and accuracy.
• Detail-oriented, with clear and proven track record of cross functional collaboration to drive results.
• Exposure to/understanding of the greater home health/care industry and our customer lifecycle would be an asset.
• Ability to interpret business objectives and drivers to shape initiatives and deliver outcomes that fulfill these objectives.   
• Experience applying data and analytics concepts to complex business problems.
• Strong written and verbal communication skills with the ability to present to and collaborate with business leaders.
• A curiosity and interest of the B2B software & services customer lifecycle.
• Experience with Procura would be considered an asset.
• SaaS experience would be an asset.

Location and travel requirements:

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location for this position would be within the Greater Montreal or Toronto Area.

What Makes AlayaCare a Great Place to Work:

• Our products have a positive impact on the lives of countless care workers and care recipients

• Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

• Equity in a well-funded, high-growth company

• Hybrid working models with beautiful and creative office spaces to enjoy in prime locations

• Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities

• Comprehensive group benefits program, including telemedicine

• Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses

• Parental leave top-up program

• Flexible vacation policy

• Company Wellness Day program for extra time to unwind

• Paid Volunteer Time off Program

• Career growth and learning and development opportunities

• An entrepreneurial culture of transparency, collaboration, and innovation

• Access to our employee perk program for discounts at various participating vendors

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity. 

If you want to explore AlayaCare further, please visit our website www.alayacare.com. 

Better outcomes, better belonging  

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.   

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.   

If you require accommodation as part of the recruitment and selection process, please reach out to [email protected]. Please note, we do not accept unsolicited headhunter or agency resumes.  

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