# Sr Unified Communications & Contact Centre Administrator / Sr Five9 CCaaS Administrator **Company**: Aviva Canada **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $100,000 to $130,000 **Category**: IT **Industry**: Finance **Apply**: https://aviva.wd1.myworkdayjobs.com/en-US/External/job/Markham/Unified-Communications---Contact-Centre-Administrator_R-171939?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_2fbf3f77-389 ## Description At Aviva Canada, we're looking for a Sr Unified Communications & Contact Centre Administrator / Sr Five9 CCaaS Administrator to ensure the stability, performance, and continuous evolution of our contact centre platform. **Responsibilities:** - Serve as the senior administrator and subject matter expert (SME) for Aviva's Five9 Contact Center as a Service (CCaaS) platform - Design, implement, and support contact center solutions including IVR, ACD, omnichannel routing, campaigns, call flows, reporting, workforce optimization, and platform integrations - Monitor platform health, telephony infrastructure, voice quality, capacity, and performance to ensure reliable and uninterrupted service delivery - Troubleshoot and resolve complex contact center, telephony, VoIP, SIP, carrier, and application-related issues - Proactively find opportunities to improve customer experience, operational efficiency, system resiliency, and platform capabilities - Collaborate with business stakeholders to assess requirements, provide solution recommendations, and implement contact center enhancements and configuration changes - Manage incident, problem, change, and release activities related to the contact center environment - Coordinate with vendors, telecommunications carriers, and internal technology teams to resolve service issues and support critical initiatives - Support and maintain contact center recording, monitoring, analytics, reporting, and quality management solutions - Coordinate platform upgrades, patches, integrations, and software releases while minimizing business disruption - Monitor and manage licensing, subscriptions, and capacity planning to ensure operational readiness and cost optimization - Develop and maintain technical documentation, operational procedures, architecture diagrams, and support knowledge articles - Participate in projects, platform enhancements, and technology initiatives to ensure solutions meet business and operational requirements - Provide 24x7 operational support and participate in an on-call rotation as required **Requirements:** - University degree in Computer Science, Computer Engineering, Information Technology, or an equivalent combination of education and experience - 7+ years of experience supporting enterprise contact center and telephony environments - Extensive experience administering and supporting the Five9 contact center platform in a large enterprise environment - Deep understanding of Five9 capabilities including IVR, ACD, routing strategies, campaigns, dialers, digital channels, reporting, workforce optimization, and platform integrations - Extensive knowledge of telephony and VoIP technologies, including SIP, PSTN, carrier services, call routing, Session Border Controllers (SBCs), voice networking, and voice quality troubleshooting - Strong understanding of contact center architecture, customer experience technologies, and CCaaS platforms - Experience troubleshooting complex telephony, network, carrier, and contact center issues with strong root cause analysis skills - Experience supporting high-availability production environments with a focus on service reliability, performance, and operational excellence - Strong verbal and written communication skills with the ability to work effectively across business and technical teams - Proven ability to manage multiple priorities and deliver results in a fast-paced environment - Strong vendor management and relationship-building skills - Self-motivated, detail-oriented, and committed to continuous improvement **Nice to Have:** - Recognized as a technical SME in Five9 contact center technologies and enterprise telephony solutions - Extensive knowledge of the broader contact center marketplace, including platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Cisco Webex Contact Center, and Microsoft Dynamics Contact Center - Strong understanding of emerging contact center trends, AI-powered customer engagement, digital channels, workforce optimization, and cloud communications technologies - Proven experience evaluating, comparing, and recommending contact center platforms and capabilities to support business and technology roadmaps - Experience leading complex contact center implementations, migrations, integrations, and transformation initiatives - Ability to influence technical strategy and contribute to the evolution of contact center architecture and customer experience capabilities - Advanced expertise in telephony, VoIP, SIP, carrier services, and contact center solution design - Demonstrated track record of driving operational improvements, platform optimization, and measurable business outcomes **What you'll get:** - Salary band: $100,000 to $130,000 - Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities - Outstanding Career Development opportunities - Professional development education support - Competitive vacation package with the option to purchase 5 extra days off per year - Employee-driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion - Corporate wellness programs to support employees' physical and mental health - Employee discount on home and auto insurance (where applicable) - Hybrid flexible work model ## Skills ### Required - Five9 - enterprise telephony - cloud contact centre technologies - IVR - ACD - routing strategies - campaigns - dialers - digital channels - reporting - workforce optimization - platform integrations - SIP - PSTN - carrier services - call routing - Session Border Controllers (SBCs) - voice networking - voice quality troubleshooting ### Nice to have - Verint Workforce Optimization - Microsoft Teams Phone - Genesys Cloud - NICE CXone - Amazon Connect - Cisco Webex Contact Center - Microsoft Dynamics Contact Center --- Source: [Apply at aviva.wd1.myworkdayjobs.com](https://aviva.wd1.myworkdayjobs.com/en-US/External/job/Markham/Unified-Communications---Contact-Centre-Administrator_R-171939?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)