Join Aviva Canada as a Contact Centre Platform Specialist and enhance operations with your skills in Five9 and telephony technologies. Shape the future of customer communications.
As the Unified Communications & Contact Centre Administrator at Aviva, you will manage their Five9 contact center environment, ensuring its continuous evolution. Applicants should have a robust background in telephony and must effectively collaborate with various stakeholders to drive enhancements and troubleshoot issues. This role demands a proactive approach to improving customer experience while upholding service reliability.
Key Responsibilities:
• Serve as SME for the Five9 CCaaS platform
• Implement IVR and omnichannel routing solutions
• Ensure platform health and optimize voice quality
• Conduct root cause analysis on service issues
• Manage changes related to contact center operations
Requirements:
• 7+ years supporting contact center environments
• Deep understanding of Five9 and telephony systems
• Experience in troubleshooting VoIP and SIP issues
• Robust background in customer experience technologies
• Degree in Computer Science or equivalent experience
Utilize your Five9 expertise to drive Aviva’s customer engagement strategy and operational improvements.
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