Senior Five9 CCaaS Administrator

About the role

Aviva Canada is looking for a Senior Unified Communications and Contact Centre Administrator (Sr Five9 CCaaS Administrator) in Markham. The role ensures the stability, performance and continuous improvement of the contact centre platform, working with internal partners, vendors and technology teams to improve customer experience, operational efficiency and business outcomes.

Key responsibilities

• Serve as senior administrator and subject matter expert for the Five9 Contact Center as a Service platform, keeping it configured, operating and optimized.
• Design, implement and support contact centre solutions such as IVR, ACD, omnichannel routing, campaigns, call flows, reporting, workforce optimization and integrations.
• Monitor platform health, telephony infrastructure, voice quality, capacity and performance.
• Troubleshoot complex contact centre, telephony, VoIP, SIP, carrier and application issues, with root cause analysis and permanent fixes.
• Manage incidents, problems, changes and releases, and coordinate with vendors and carriers.
• Maintain recording, monitoring, analytics, reporting and quality management solutions.
• Coordinate upgrades, patches and integrations, and manage licensing, subscriptions and capacity planning.
• Develop technical documentation, procedures, architecture diagrams and knowledge articles, and support 24x7 operations with an on-call rotation.

Required profile

• University degree in Computer Science, Computer Engineering, Information Technology or equivalent.
• 7+ years supporting enterprise contact centre and telephony environments.
• Extensive experience administering Five9 in a large enterprise setting.
• Experience in high-availability production environments and strong vendor management skills.
• Insurance industry experience is an asset.

Required skills

• Deep knowledge of Five9 (IVR, ACD, routing, campaigns, dialers, digital channels, reporting, workforce optimization).
• Telephony and VoIP: SIP, PSTN, carrier services, SBCs, voice networking and voice quality troubleshooting.
• Asset: Verint Workforce Optimization and Microsoft Teams Phone.
• Asset: knowledge of Genesys Cloud, NICE CXone, Amazon Connect, Cisco Webex Contact Center and Microsoft Dynamics Contact Center.

What we offer

• Salary band of $100,000 to $130,000, with annual bonus eligibility, retirement savings, share plan and health benefits.
• Career development support, hybrid flexible work model and vacation package with 5 extra days per year.
• Wellness programs, employee discount on home and auto insurance, and employee-driven diversity and inclusion programs.