Senior Five9 CCaaS Administrator — Hybrid

Aviva; Tampere; Hybrid; EUR 88,000 - 114,000; Full time

Benefits offered by this job

Health benefits

Retirement savings

Share plan

Professional development

Job summary

Aviva Canada is seeking a seasoned Unified Communications & Contact Centre Administrator to own and optimize Five9 CCaaS within a large enterprise. You will lead configuration, monitoring, and enhancements across IVR, routing, and reporting to improve customer experiences.

The role requires deep telecom knowledge, strong collaboration with vendors and tech teams, and the ability to support operations on a 24x7 basis in a hybrid work model.

Qualifications

• University degree in CS/CE/IT or equivalent.
• 7+ years of experience supporting enterprise contact center and telephony environments.
• Extensive experience administering the Five9 contact center platform in a large enterprise environment.
• Deep Five9 capabilities including IVR, ACD, routing, campaigns, dialers, reporting, and integrations.
• Extensive knowledge of SIP, PSTN, carrier services, SBCs, voice quality troubleshooting.
• Strong CCaaS architecture knowledge and customer experience tech.
• Experience in high-availability production environments focused on reliability and performance.
• Excellent written and verbal communication across business and technical teams.

Responsibilities

• Serve as senior administrator and SME for Five9 CCaaS, ensuring configuration, operation, maintenance, and optimization.
• Design, implement, and support contact center solutions including IVR, routing, campaigns, and integrations.
• Monitor platform health, telephony, voice quality, capacity, and performance for reliable delivery.
• Troubleshoot complex telephony and contact center issues with root cause analysis.
• Collaborate with stakeholders to assess requirements and implement enhancements.
• Manage incident, problem, change, and release activities for contact center.

Skills

Five9 SME

CCaaS

Telephony

SIP/VoIP

MS Teams Phone

Vendor management

On-call support

Education

Bachelor's degree in CS/CE/IT

Tools

Five9

Verint WFO

Microsoft Teams Phone

Job description

Aviva Canada is seeking a seasoned Unified Communications & Contact Centre Administrator to own and optimize Five9 CCaaS within a large enterprise. You will lead configuration, monitoring, and enhancements across IVR, routing, and reporting to improve customer experiences.

The role requires deep telecom knowledge, strong collaboration with vendors and tech teams, and the ability to support operations on a 24x7 basis in a hybrid work model.