Unified Communications & Contact Centre Administrator

About the position

We’re 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 Aviva's communications and customer engagement capabilities.

Responsibilities

  • Serve as the senior administrator and subject matter expert (SME) for Aviva's 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.

Requirements

  • 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.

Nice-to-haves

  • Insurance industry experience is considered an asset.
  • Experience with Verint Workforce Optimization and Microsoft Teams Phone is considered an asset.
  • 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.

Benefits

  • 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.
  • We’ll 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 employees’ physical and mental health.
  • Employee discount on home and auto insurance (where applicable).
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