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 setting, 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
- Strong 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.