Responsibilities
- Monitor cloud contact center and unified communications platforms such as Five9, Webex Contact Center, Genesys, and AWS Connect to maintain system uptime and performance
- Troubleshoot and resolve issues affecting inbound and outbound call routing, IVR functionality, outbound campaigns, and agent connectivity
- Conduct proactive system monitoring via NOC tools and administrative interfaces to detect performance issues and service disruptions
- Manage system configurations including user setup, call routing logic, call queues, auto-attendants, voicemail settings, and resource accounts
- Support changes to voice infrastructure such as SBC deployments, device rollouts, routing adjustments, and platform transitions like migration from Skype for Business to Microsoft Teams
- Automate repetitive operational tasks including reporting, user provisioning, and Active Directory synchronization using PowerShell scripts or API integrations
- Coordinate with internal teams and external partners to resolve incidents promptly and uphold service quality benchmarks
- Keep detailed records of incidents, system changes, and configurations following ITIL and ITSM guidelines
Benefits
- Full health insurance coverage
- Wellness initiatives with emphasis on mental well-being
- Recognition programs for employee contributions
- Company-sponsored incentive plans
- Generous leave policy covering holidays, maternity, paternity, bereavement, birthday, and personal days
- Commitment to employee learning, professional development, and career advancement
- Flexible remote work options
- Initiatives promoting work-life balance
- Immigration assistance for qualified employees moving to Canada
Other
- Work in a 24x7 rotating shift environment
- Committed to equal opportunity employment
- Only selected candidates will be contacted for interviews
