Contact Centre Engineer, Enterprise Telecom Services

Bayshore HealthCare; Mississauga; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in home and community health care is seeking a skilled Contact Centre Engineer. This role offers the opportunity to design and optimize contact centers, ensuring seamless operations and exceptional customer experiences. You will work closely with various business units to align technical and business requirements while overseeing the advanced administration of the Five9 platform. If you are passionate about leveraging technology to enhance communication and service delivery, this is the perfect opportunity to make a significant impact in a supportive and innovative environment.

Qualifications

• 5+ years of experience with Five9 and Cloud Contact Centres.
• Strong knowledge of call center technologies and scripting.
• Excellent communication and collaboration skills.

Responsibilities

• Design and implement contact centers, improving workflows and customer experiences.
• Maintain system configurations and documentation.
• Provide troubleshooting and technical support for the CCaaS platform.

Skills

Five9

Cloud Contact Centres

Cisco IP Telephony

Scripting

Troubleshooting

API Integrations

Communication Skills

Critical Thinking

Collaboration

Documentation Skills

Education

College diploma or university degree in Telecommunications

5 years of equivalent work experience

Five9 Certified Administrator or similar certifications

CCNA Voice/CCNP Voice or CCIE Unified Communications

Tools

Five9 Reporting Tools

Call Center Technologies (ACD, IVR)

Cisco Unified Communications

Job description

Bayshore HealthCare is one of Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

The Contact Centre Engineer at Bayshore Healthcare is responsible for designing, implementing, and maintaining contact centers for various business units. This role includes reviewing and aligning technical and business requirements for existing deployments, keeping documentation current, creating agent training materials, and preparing monthly reports for senior leadership. Additionally, the Contact Centre Engineer will oversee the advanced administration, configuration, and optimization of the Five9 platform, with a focus on scripting custom workflows and automation. The ideal candidate will have extensive experience in Five9, including script development, call flows, integrations, and troubleshooting.

DUTIES AND RESPONSIBILITIES

• Design and implement contact centers, improving call routing, agent workflows, and customer experiences.
• Maintain system configurations and ensure alignment with business requirements.
• Keep technical documentation updated, including call flows, IVR scripts, and training materials.
• Develop training materials for agent onboarding and skill development.
• Prepare monthly performance reports with KPIs and customer satisfaction insights.
• Collaborate with business units and leadership to gather requirements and provide technical expertise.
• Stay informed on best practices and new technologies in contact center operations.
• Oversee the CCaaS platform configuration, deployment, and maintenance for optimal performance.
• Manage user access and system settings for secure, efficient operations.
• Provide troubleshooting and technical support for the Bayshore CCaaS platform.
• Design custom scripts using CCaaS tools to improve customer interactions and agent productivity.
• Implement automated workflows for call center processes.
• Integrate the CCaaS platform with other business systems through cross-functional collaboration.
• Create custom reports and dashboards using the CCaaS reporting tools.
• Analyze data for trends and provide insights to improve service levels and efficiency.
• Monitor system performance and take actions to optimize it.
• Adjust call flows and scripts to meet business needs.
• Collaborate with stakeholders to translate business needs into technical solutions.
• Function as a technical advisor for any CCaaS related issues and assist with new features or upgrades.
• Manage system upgrades and patching with minimal downtime.
• Evaluate new features and custom scripts for smooth rollouts and optimal functionality.
• Participate in a 24x7 on-call rotation.

REPORTING RELATIONSHIPS

• The Contact Centre Engineer reports directly to the Manager, Enterprise Telecommunication Services.

Work Location: Bayshore Healthcare, National Office, Mississauga ON

Hybrid: At least 2 days onsite weekly

EDUCATION

• College diploma or university degree in the field of Telecommunications, Computer Science, or related field.
• Minimum of 5 years of equivalent work experience in contact centre and telecommunications engineering with a focus on CCaaS platforms and Cisco Unified Communications.
• Relevant certifications, such as Five9 Certified Administrator or similar technical certifications, are a plus.
• Relevant certifications such as CCNA Voice/CCNP Voice and/or CCIE Unified Communications certification (nice to have).

EXPERIENCE (not limited to)

• 5+ years of experience with the Five9 Contact Centre platform.
• Expertise in implementing and administering Cloud Contact Centres.
• In-depth knowledge of call center technologies (ACD, IVR, voice recording systems).
• Extensive experience in scripting for call routing, IVR design, and workflow automation in Five9.
• Proven experience with API integrations (Five9 with CRMs, WFM, and other systems).
• Experience in troubleshooting Cloud Contact Centres and enterprise-level CCaaS platforms.
• Strong expertise in Cisco IP telephony and solutions.
• Advanced troubleshooting skills for resolving complex technical issues.

OTHER SKILLS AND ABILITIES

• Expertise in using Five9’s reporting and analytics tools for custom reports and dashboards.
• Experience diagnosing and resolving issues with call quality, system performance, and integrations.
• Experience developing training materials and conducting training on Five9 usage and scripting.
• Excellent communication skills for explaining technical issues to non-technical stakeholders.
• Strong collaboration skills for cross-department teamwork on business solutions.
• Exceptional critical thinking, analysis, and problem-solving abilities.
• Highly service-oriented with excellent oral and interpersonal communication.
• Outstanding writing and documentation skills.
• Highly self-motivated with strong attention to detail.
• Ability to prioritize and execute tasks in high-pressure environments.
• Experience working in a collaborative, team-oriented environment.
• Knowledge of Canadian and healthcare data privacy practices and laws.

STANDARDS OF PERFORMANCE

• The Contact Centre Engineer must demonstrate ongoing competency in completing all duties and responsibilities of this job description as well as specific goals and objectives that are agreed to.