Aviva

Unified Communications & Contact Centre Administrator

Aviva$100K — $130K *
Finance & Insurance
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • University degree in Computer Science, Computer Engineering, Information Technology, or equivalent experience.
  • 7+ years experience in enterprise contact center and telephony support.
  • Extensive knowledge of the Five9 contact center platform in a large enterprise context.
  • Deep understanding of telephony and VoIP technologies, including SIP and PSTN.
  • Experience in troubleshooting complex telephony and contact center issues.
  • Strong vendor management and relationship skills.
  • Insurance industry experience is a plus.

Responsibilities

  • Serve as senior administrator and subject matter expert for Five9 CCaaS platform.
  • Design and implement contact center solutions including IVR and ACD systems.
  • Monitor platform health and telephony infrastructure for uninterrupted service.
  • Troubleshoot complex issues related to telephony and contact center applications.
  • Collaborate with stakeholders to enhance contact center capabilities.
  • Coordinate platform upgrades and ensure minimal business disruption.
  • Provide 24x7 operational support and participate in an on-call rotation.

Benefits

  • Competitive rewards package including base compensation and annual bonuses.
  • Retirement savings and share plan options.
  • Health benefits and personal wellness initiatives.
  • Career development support and educational opportunities.
  • Generous vacation package with the option to purchase additional days off.
  • Corporate wellness programs for physical and mental health support.
  • Flexible hybrid work model.
Full Job Description
Unified Communications & Contact Centre Administrator

We9re looking for a Unified Communications & Contact Centre Administrator with deep expertise in Five9, enterprise telephony, and cloud contact centre technologies. This role is responsible for ensuring the stability, performance, and continuous evolution of our contact centre platform while driving enhancements that improve customer experience, operational efficiency, and business outcomes. Working closely with various internal partners, vendors, and technology teams, you will help shape the future of Aviva9s communications and customer engagement capabilities.

What you9ll do

  • Serve as the senior administrator and subject matter expert (SME) for Aviva9s Five9 Contact Center as a Service (CCaaS) platform, ensuring the ongoing configuration, operation, maintenance, and optimization of the contact center environment.
  • Design, implement, and support contact center solutions including IVR, ACD, omnichannel routing, campaigns, call flows, reporting, workforce optimization, and platform integrations.
  • Monitor platform health, telephony infrastructure, voice quality, capacity, and performance to ensure reliable and uninterrupted service delivery.
  • Troubleshoot and resolve complex contact center, telephony, VoIP, SIP, carrier, and application-related issues while driving root cause analysis and permanent corrective actions.
  • Proactively find opportunities to improve customer experience, operational efficiency, system resiliency, and platform capabilities.
  • Collaborate with business stakeholders to assess requirements, provide solution recommendations, and implement contact center enhancements and configuration changes.
  • Manage incident, problem, change, and release activities related to the contact center environment.
  • Coordinate with vendors, telecommunications carriers, and internal technology teams to resolve service issues and support critical initiatives.
  • Support and maintain contact center recording, monitoring, analytics, reporting, and quality management solutions.
  • Coordinate platform upgrades, patches, integrations, and software releases while minimizing business disruption.
  • Monitor and manage licensing, subscriptions, and capacity planning to ensure operational readiness and cost optimization.
  • Develop and maintain technical documentation, operational procedures, architecture diagrams, and support knowledge articles.
  • Participate in projects, platform enhancements, and technology initiatives to ensure solutions meet business and operational requirements.
  • Provide 24x7 operational support and participate in an on-call rotation as required.


What you9ll bring

  • University degree in Computer Science, Computer Engineering, Information Technology, or an equivalent combination of education and experience.
  • 7+ years of experience supporting enterprise contact center and telephony environments.
  • Extensive experience administering and supporting the Five9 contact center platform in a large enterprise environment.
  • Deep understanding of Five9 capabilities including IVR, ACD, routing strategies, campaigns, dialers, digital channels, reporting, workforce optimization, and platform integrations.
  • Extensive knowledge of telephony and VoIP technologies, including SIP, PSTN, carrier services, call routing, Session Border Controllers (SBCs), voice networking, and voice quality troubleshooting.
  • Strong understanding of contact center architecture, customer experience technologies, and CCaaS platforms.
  • Experience troubleshooting complex telephony, network, carrier, and contact center issues with strong root cause analysis skills.
  • Experience supporting high-availability production environments with a focus on service reliability, performance, and operational excellence.
  • Strong verbal and written communication skills with the ability to work effectively across business and technical teams.
  • Proven ability to manage multiple priorities and deliver results in a fast-paced environment.
  • Strong vendor management and relationship-building skills.
  • Self-motivated, detail-oriented, and committed to continuous improvement.
  • Insurance industry experience is considered an asset.
  • Experience with Verint Workforce Optimization and Microsoft Teams Phone is considered an asset.


What makes you stand out
  • Recognized as a technical SME in Five9 contact center technologies and enterprise telephony solutions.
  • Extensive knowledge of the broader contact center marketplace, including platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Cisco Webex Contact Center, and Microsoft Dynamics Contact Center.
  • Strong understanding of emerging contact center trends, AI-powered customer engagement, digital channels, workforce optimization, and cloud communications technologies.
  • Proven experience evaluating, comparing, and recommending contact center platforms and capabilities to support business and technology roadmaps.
  • Experience leading complex contact center implementations, migrations, integrations, and transformation initiatives.
  • Ability to influence technical strategy and contribute to the evolution of contact center architecture and customer experience capabilities.
  • Advanced expertise in telephony, VoIP, SIP, carrier services, and contact center solution design.
  • Demonstrated track record of driving operational improvements, platform optimization, and measurable business outcomes.


What you9ll get

  • The salary band for this position ranges from $100,000 to $130,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
  • Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
  • Outstanding Career Development opportunities.
  • We9ll support your professional development education.
  • Competitive vacation package with the option to purchase 5 extra days off per year.
  • Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.
  • Corporate wellness programs to support our employees9 physical and mental health.
  • Employee discount on home and auto insurance (where applicable).
  • Hybrid flexible work model.


This job advertisement is for a new vacancy which has been posted both internally & externally.

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About Aviva

Natural health retailer and resource. Aviva promotes a holistic approach to your health and well-being through proper nutrition and a healthy, natural lifestyle. Aviva operates a retail store in Winnipeg, MB Canada and serves customers across Canada and around the world through www.avivahealth.com. Everything for healthy living.

Aviva Careers

Joining Aviva presents a prime opportunity to be part of a team that values leadership, innovation, and diversity in the workplace. Aviva, a leading insurance and financial services company, offers a variety of job opportunities that cater to a range of skills and professional interests, making it an ideal place for career growth and development.

Explore Job Opportunities

Aviva is actively hiring and continuously seeks passionate, creative, and solution-driven team players. Search open positions that match individual skills and interests in areas ranging from finance to technology. Each position at Aviva offers the chance to work with a global team that drives industry-leading solutions.

Experience Professional Growth

Aviva is committed to the professional growth of its employees. The company offers unmatched training, development, and certification support, allowing every team member to reach their full potential. Leadership and diversity training are integral parts of Aviva's commitment to fostering an inclusive environment.

Internship Programs

Start a career at Aviva with an internship that offers real-world experience and networking opportunities. Aviva's internships provide a robust platform for learning and applying practical skills in a dynamic setting, preparing interns for full-time positions within the company.

Benefits and Culture

Aviva is renowned for its employee benefits and positive company culture. The company prioritizes the well-being and satisfaction of its team, offering comprehensive benefits that enhance both personal and professional life. Aviva's culture is built on a foundation of respect for diversity and an ongoing commitment to inclusion.

Innovation and Networking

At Aviva, innovation is at the core of all operations. Employees are encouraged to lead transformation projects and introduce new strategies that drive growth and efficiency. Networking within Aviva provides connections to industry leaders and peers who are equally eager to share insights and collaborate on projects.

Career Advancement

Aviva believes in nurturing talent and providing employees with opportunities for advancement. Whether through promotions, cross-departmental moves, or leadership roles, team members have numerous paths to elevate their careers.

Join the Aviva Team

Interested candidates are encouraged to apply. Prepare a resume, practice for the interview, and explore the exciting employment and career opportunities at Aviva. Personalize job alerts to stay informed about the latest news and positions that align with career preferences and skills.

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Learn more about Aviva
Size
28,596 employees
Industry
NASDAQ

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