Our client is seeking an experienced Senior Contact Centre Specialist with robust Verint WFM expertise and contact centre implementation experience to optimize operations, support Five9 deployment, and build internal capabilities.

The ideal candidate combines workforce management expertise with practical contact centre operations experience.

You will optimize forecasting, capacity planning, scheduling, and real-time workforce management to improve service levels, staffing efficiency, and the client experience.

Working closely with Operations and Technology teams, you will analyze performance, improve processes, and support technology implementation and optimization.

Contract: 12 months Location: Primarily remote, with occasional travel to Edmonton, AB Must Have: 7+ years of experience in contact centre operations, workforce management, and operational optimization. 5+ years of hands-on experience configuring and administering Verint WFM .

Strong expertise in f orecasting, capacity planning, scheduling, intraday management, and workforce performance reporting.

Demonstrated experience leading or supporting contact centre technology implementations, including requirements gathering, solution design, configuration, testing, and go-live.

Strong knowledge of queue configuration, IVR, skills-based routing, call flows, and performance optimization.

Experience developing operational frameworks, procedures, reporting,



and training to support sustainable internal ownership.

Proven ability to work with business stakeholders, IT teams, and technology vendors to resolve complex operational and system challenges.

Nice-to-Have: Experience with Five9 or other modern contact centre platforms, such as Genesys or Cisco.

Experience with Knowledge Management Systems (KMS), content governance, search optimization, and agent-assist or AI-enabled solutions.

Experience with Quality Management (QM), call evaluation, calibration, coaching, and QA reporting.

Experience integrating contact centre platforms with workforce, attendance, payroll, and business intelligence systems.

Experience working in a unionized environment.

Responsibilities: Assess current contact centre operations, systems, workflows, and workforce management practices; define future-state requirements and improvement priorities.

Support Five9 and Verint implementation, including WFM configuration, queue routing, integration readiness, testing, and go-live stabilization.

Develop forecasting, staffing, scheduling, adherence, reporting, and performance optimization frameworks.

Improve knowledge management processes and support quality assurance integration.

Train and coach internal teams, document procedures, and establish sustainable ownership and support practices.

📌 Senior Contact Centre Specialist with strong Verint WFM expertise and contact centre implementation experience to optimize operations, support Five9 deployment, and build internal capabilities. (Calgary)
🏢 S.i. Systems
📍 Calgary