Sr 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 casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Sr Customer Systems Manager to interface between the Strategy and Delivery team, divisional stakeholders, enterprise technology and the Strategic Vendors to ensure divisional systems, processes and tools are aligned with the divisional channel strategy and roadmap.  This role provides technical subject matter expertise in the design and delivery of technology related initiatives and projects related to CRM systems and tools.


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

  • Act as the Senior Systems Administrator for all Customer Relationship Management (CRM) tools (MS Dynamics Customer Engagement, ice, Workforce Management, Winline IVR etc.) and the technical SME on Customer Relationship Platform initiatives
  • Partner with divisional stakeholders and vendors (i.e., Telephony, Workforce Management, CRM) in the design, build and implementation of technology solutions Including integrations with legacy systems
  • Configure systems, modify workflows in IVR, Dynamics etc., and the workflows that facilitate integration between the different systems (ice, Dynamics, Calabrio, Qualtrics Legacy Systems etc.)
  • Develop Power Platform solutions (Power Automate, Dataverse, PowerBI, Power Apps Portal, Virtual Agents etc.) to support the use and expansion of CRM, Knowledge Management, and other systems
  • Develop and maintain deep technical knowledge of CRM Platforms and peripheral technologies in order to effectively partner with all team members (ex. Customer Care, Prize Centre, Sales, General Investigations etc.) to find opportunities, develop and test solutions that align and improve systems enablement of business process, and propel the operation forward
  • Serve as interface between business and systems (Dynamics, ice Calabrio etc.), contribute to architect roadmaps and drive solution development to achieve business objectives
  • Develop and implement system-driven tools and processes such as surveys, and workflows to support business processes and procedures  
  • Perform system administration, including creating new roles and managing access and permissions
  • Be the central point of contact for all change requests & systems alterations, ensuring compliance with procurement and change management guidelines
  • Provide guidance and subject matter expertise to the Customer Care Systems Consultant, including vacation coverage and triage related support for issue escalation


Work Experience: 5+ years of relevant experience in CRM System Administration including design, build and implementation; experience working with Contact Centre systems and technologies (i.e., MS Dynamics, ice, Calabrio),working with or supporting systems with multiple integration points; Demonstrated high level of discretion and confidentiality due to daily interaction with sensitive operational and employee data; Demonstrated ability in collaborating across the business on complex and challenging problems; Business and system process improvement experience     

Education: Post-secondary degree/diploma in Information Technology or a related field; Certification in MS Dynamics 365 Fundamentals is an asset 

Knowledge & Critical Skills: Knowledge of Power Platform (back end of Dynamics – Power Automate, Dataverse, PowerBI, Power Virtual Agent etc.); SDLC and Project management skills; Development background in .Net, C#, JavaScript, HTML CSS, API development; Firm understanding of Cloud Infrastructure; Technical understanding of Contact Centre systems and technologies (Core Customizations, Business Process Flows, Solutions (Managed vs Unmanaged, solution deployment to environments), Using environment Administration and Administration Portals, User and Security Models, Process Automation, Data Management, Dataverse Analytics); Understanding of gaming, entertainment, or other similar industries (desirable); MS Dynamics CRM administrator experience or other CRM platform experience (e.g., Salesforce);

Stakeholder and Relationship Management: Good communication and interpersonal skills; excellent problem solving and analytical thinking skills; Complex partner relationship management skills

Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions

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


  • 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
  • You Matter: family friendly work practices and hybrid work
  • 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. OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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  

We look forward to hearing from you, interested applicants please apply online by February 8, 2023.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

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