Advisor, Contact Centre Integrations

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Overview Of Role

This position reports to the Manager, Contact Centre Integrations and partners with leaders and teams across the organization to lead initiatives that support Contact Centre Planning & Delivery and broader business priorities. The Integrations Advisor is responsible for driving a more consistent, simplified, and meaningful journey for both guests and team members by delivering cross-functional enhancements across people, process, and technology. This role leads multiple complex initiatives end-to-end, from concept through delivery, with success measured by improvements to cost-to-serve, guest experience, and employee satisfaction.

Key Responsibilities

• Lead multiple complex, cross-functional initiatives using structured project management practices, including scope definition, planning, risk and dependency management, stakeholder alignment, and delivery tracking to ensure successful execution from concept through implementation
• Act as a key Contact Centre representative, building strong relationships and influencing stakeholders from frontline to senior leadership, as well as external partners, to align on priorities, outcomes, and delivery
• Apply structured methodologies to design, measure, analyze, and optimize processes; validate solutions through pilots or proof of concept and implement sustainable improvements
• Develop and deliver clear, data-driven reporting and dashboards to track performance, risks, and outcomes of assigned initiatives
• Responsible for the cross functional implementation of initiatives and service enhancements. Act as the product specifications representative for IT and digital related projects.
• Builds and provides regular detailed and dashboard-style reporting on progress performance of assigned initiatives
• Support the development and utilization of Contact Centre products and services by collaborating with stakeholders to define value, shape direction, and gather feedback
• Complete special projects and other duties as assigned

Qualifications

• 3–6 years of Contact Centre or related experience
• Experience with process mapping and documentation tools (e.g., Visio)
• Experience supporting or delivering digital or technology-enabled initiatives
• Familiarity with Agile methodologies and cross-functional program delivery (preferred)
• Strong organizational skills, including time management, prioritization, and tracking deliverables
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Outlook, Teams, SharePoint)
• Excellent written and verbal communication, with strong interpersonal and stakeholder management skills
• Self-motivated with the ability to work independently and drive outcomes with minimal supervision
• Ability to manage multiple concurrent priorities with a high degree of accuracy and quality
• Strong problem-solving skills with a proactive, solution-oriented mindset
• Demonstrated adaptability and resilience in fast-paced, changing environments
• Strong technical writing and documentation skills
• Innovative mindset with the ability to identify opportunities and translate them into actionable solutions

The Benefits Of Being a WestJetter

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we’re a great fit? Apply now!

About WestJet Group Of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at ***email_hidden***.

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

About

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at ***email_hidden***.