Five9 Technical Coordinator

1 week ago

Toronto, Ontario, Canada Regional Municipality of Peel Full time

Job Description:

Five9 Technical Coordinator

Corporate Service - Community Connections

Status: 1

Contract Full Time

Salary Range:
$69,273 to $86,593 per annum

Work Mode:
Remote

_see below for more details about this work mode._

Location:7120 Hurontario St., Mississauga

Hours of Work: 35 hours per week


Community Connections is comprised of the Customer Contact Centre (CCC), Access Peel, the Peel Art Gallery, Museum and Archives (PAMA), and Service Experience.

The CCC provides first tier resolution for client inquiries for the Region of Peel.

In this role you will be responsible for overall administration of the Five9 cloud contact center platform.

The role includes both technical and tactical responsibilities to ensure the day-to-day operation of the platform, as well as support ongoing expansion and development to maximize value and improve the client service experience.

As the coordinator of Peel Region's Five9 center of expertise, you will work with internal contact center service areas to understand their business needs and design technical solutions to address them.


What you will do in this role:

  • Work with internal clients to design and implement call routing solutions (campaigns, skills and IVRs)
  • Collaborate with internal (IT) and external partners (vendors) to troubleshoot and resolve issues
  • Recommend solutions, improvements, strategy and architecture for call and textbased interaction routing
  • Set up new user accounts, set permissions and access, manage passwords, and maintain access
  • Maintain accurate licensing counts for all Five9 User roles
  • Coordinate with finance regarding allocation of Five9 charges
  • Provide support to internal users, including training and documentation
  • Conduct industry research to stay current on contact center best practices and trends
  • Monitor release updates to ensure features are implemented to maximize value
  • Continually seek opportunities to increase customer satisfaction and improve the client service experience
  • Maintain vendor relationship
  • Maintain the ZZG-Five9 support mailbox
  • Liaise with CCC Business operations team to coordinate changes, training, and solutions for Five9 requests
  • Work with Marketing and Communications on IVR scripts and messaging
  • Responsible for any future project implementations across the region
  • Review algorithms and make adjustments to improve operations and optimize services

What the role requires:

  • University degree or college diploma in a related field with at least 3 years of experience working in a multichannel contact center or an equivalent combination of education and/or experience may be considered
  • Must have at least 1 year of experience working with Five9 cloud contact center software
  • Experience in an implementation/consulting services or support position
  • Strong knowledge of PBX, ACD, CTI, IVR, WFO/WFM and other call center related technology

Skills/Abilities:

  • Strong skills in project management, client management and collaboration
  • Wellversed in Salesforce CRM
  • Ability to prioritize and balance multiple tasks
  • Ability to research and troubleshoot complex software
  • Familiarity with troubleshooting methodologies
  • Excellent written and verbal communication skills
  • Organization and prioritization skills are necessary
  • Ability to effectively interact with internal clients to discuss needs and provide solutions
  • Dedicated team player and team mentor
  • Ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action
  • Ability to work independently, meet deadlines and be accountable for performance
  • Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

Nice to have:

  • 1 year of call center experience is an asset
  • VCC/SCC Administration, Virtual Observer and Community experience is an asset
  • Adherence to SLA is an asset
  • SIP trunk experience is an asset
  • Accountable for budget over $500K is an asset

Work Mode & Job Location:
In this role you will have the ability to work mostly remote.

You will be required to occasionally attend on-site meetings based on operational requirements at the 7120 Hurontario St., Mississauga worksite.

Your remote work location must be located within the province of Ontario.

**_

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved._**
Interview: Our recruitment process will be completed with video conference technology.

At Peel Region, we value being open and transparent with our community. The Ontario government has passed legislation that will dissolve Peel Region on January 1, 2025. Peel remains committed to providing uninterrupted service

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