Senior Five9 & Unified Communications Admin

Aviva Canada; Markham; Hybrid; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Hybrid flexible work model

Competitive vacation package

Career development opportunities

Health benefits

Employee discounts

Job summary

Aviva Canada seeks a Sr Unified Communications & Contact Centre Administrator to lead Five9 CCaaS operations, optimize IVR, routing, and analytics, and ensure high availability across the contact center.

You will partner with IT and business teams, manage incidents and changes, and drive improvements in customer experience and efficiency. Hybrid work model and competitive compensation are offered.

Qualifications

• 7+ years supporting enterprise contact center and telephony environments.
• Extensive Five9 administration experience in large enterprise settings.
• Deep Five9 capabilities: IVR, ACD, routing, campaigns, reporting, integrations.
• Strong telephony/VoIP knowledge: SIP, PSTN, carriers, SBCs, voice quality.
• Experience with high-availability production environments and incident management.
• Excellent communication and cross-functional collaboration with business and IT teams.

Responsibilities

• Serve as senior admin and SME for Five9 CCaaS platform; manage config, ops, and optimization.
• Design and support IVR, ACD, omnichannel routing, campaigns, and reporting.
• Monitor telephony health, voice quality, capacity, and platform performance.
• Troubleshoot complex telephony issues; perform root cause analysis and corrective actions.
• Collaborate with stakeholders to gather requirements and implement enhancements.
• Coordinate incident, change, and release activities; manage vendors and carriers.
• Provide 24x7 operational support and participate in on-call rotations.

Skills

Five9 Administration

CCaaS & IVR

Telephony & VoIP

Contact Center Analytics

Stakeholder Collaboration

Vendor Management

Education

University degree in CS/Engineering/IT or equivalent

Tools

Five9

Verint WFO

Microsoft Teams Phone

Job description

Aviva Canada seeks a Sr Unified Communications & Contact Centre Administrator to lead Five9 CCaaS operations, optimize IVR, routing, and analytics, and ensure high availability across the contact center.

You will partner with IT and business teams, manage incidents and changes, and drive improvements in customer experience and efficiency. Hybrid work model and competitive compensation are offered.