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