Five9 Technical Coordinator - Ontario, Canada - Regional Municipality of Peel

Regional Municipality of Peel

Verified Company

Ontario, Canada

1 week ago

Posted by:

Sophia Lee

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Description

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