Overview In this role you will serve as the SME for Aviva's Five9 CCaaS, ensuring stable, high-performing contact center operations and driving enhancements that improve customer experience and efficiency. You will work with cross-functional teams, vendors, and technology partners to shape Aviva's communications landscape. The role involves designing and supporting IVR, routing, reporting, and integrations, plus ongoing maintenance and upgrades. You will also provide 24x7 support and lead incident and change activities, delivering measurable business outcomes.
Compensation / Benefits- salary band: 00
- annual bonus eligibility
- retirement savings
- health benefits
- career development opportunities
- hybrid flexible work model
Responsibilities- Act as senior administrator and SME for Five9 CCaaS platform; configure, operate, maintain, and optimize the contact center environment
- Design 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
- Troubleshoot complex contact center, telephony, VoIP, SIP, carrier, and application issues; drive root cause analysis and permanent fixes
- Identify opportunities to improve CX, operational efficiency, system resiliency, and platform capabilities
- Collaborate with business stakeholders to assess requirements and implement enhancements
- Manage incident, problem, change, and release activities for the contact center
- Coordinate with vendors, carriers, and internal teams to resolve service issues
- Support and maintain contact center recording, monitoring, analytics, reporting, and QA solutions
- Coordinate platform upgrades, patches, integrations, and software releases with minimal disruption
- Monitor licensing, subscriptions, and capacity planning for readiness and cost optimization
- Develop and maintain technical documentation, SOPs, architecture diagrams, and knowledge articles
- Participate in projects and technology initiatives to ensure solutions meet business needs
- Provide 24x7 operational support and participate in on-call rotation
Key requirements- 7+ years in enterprise contact center and telephony environments
- Extensive experience administering Five9 CCaaS in large enterprises
- Deep Five9 knowledge: IVR, ACD, routing, campaigns, dialers, digital channels, reporting, WFO, integrations
- Strong telephony/VoIP knowledge: SIP, PSTN, carrier services, call routing, SBCs, voice quality troubleshooting
- Solid understanding of CCaaS architectures and customer experience technologies
- Proven ability to troubleshoot complex telephony, network, carrier, and contact center issues with root cause analysis
- Experience supporting high-availability production environments and delivering operational excellence
- Strong communication skills and ability to work across business and technical teams
- Proven vendor management and relationship-building abilities
- Insurance industry experience is a plus; Verint WFO and Microsoft Teams Phone experience is an asset
- Strong verbal and written communication
- Cross-functional collaboration
- Prioritization and multi-tasking in fast-paced environments
- Five9 CCaaS
- IVR
- ACD
