Unified Communication Voice Specialist III

Job Description

Unified Communication Voice Specialist III

On behalf of our client, Procom is actively seeking a Unified Communication Voice Specialist III to manage enterprise level CcaaS contact center cloud solutions, with expertise in deploying AI-based call handlers and voice systems.

Responsibilities
 

• Five9 Cloud CcaaS: Managing and supporting cloud-based contact center solutions provided by Five9.
• Five9 System Integration: Overseeing the integration of Five9 systems with existing infrastructure and applications.
• Onsite Monitoring and Support: Providing real-time monitoring and hands-on support for voice systems to ensure optimal performance and rapid issue resolution.
• Voice and DID Management: Administering voice resources, including Direct Inward Dialing (DID) numbers, to maintain seamless communication capabilities.
• IVR / Attendant / Call Flow Design and Optimization: Handling the design, addition, change, removal, and optimization of Interactive Voice Response (IVR) systems, automated attendants, and call flows.
• Security Management: Applying knowledge of security management as it pertains to voice systems, including firewalls, application and data security, policy enforcement, and risk remediation.
• Architecture and Integration: Designing, reviewing, and implementing complex voice systems and integrating voice-related infrastructure components.
• Voice Solution Design and Lifecycle Management
• Participation in the design and evaluation of Voice solutions is a key responsibility. This includes actively managing the full lifecycle of Voice solutions and related infrastructure to ensure they remain current, secure, and effective.
• Technical Guidance and Project Support
• The role provides advice, technical information, and guidance to project teams, investigating alternative options for proposed Voice communication solutions and supporting the implementation of infrastructure projects.
• Incident Management and Problem Resolution
• Monitoring the Incident Management System is essential, including reporting, investigating, and coordinating efforts to resolve problems. All incidents are recorded in the designated tracking tool, with documentation provided to assist in the diagnosis and resolution tracking process.

Mandatory Requirements:

• Proven senior Voice Engineer with the expertise in managing and implementing complex voice solutions, including extensive experience with Contact Center as a Service (CcaaS), AI-driven call routing, and AI contact center technologies.
• Demonstrated ability to oversee the deployment and integration of Microsoft TEAMS Voice and Azure Communication Services (ACS) to support modern communication environments.
• Extensive hands-on experience with Five9 (or similar) Cloud CcaaS, including system integration, voice and DID management, and onsite monitoring and support.
• Strong understanding and practical skills in IVR/Attendant/Call Flow design, optimization, and management, including additions, changes, and removals.
• Ability to architect, review, and implement complex voice infrastructure integrations, ensuring seamless operation with related systems.
• Experience in the design and evaluation of Voice solutions and technologies, actively managing the lifecycle of voice infrastructure.
• Proven track record in providing technical guidance, advice, and information to project teams, including investigating and recommending alternative voice communication solutions.

Unified Communication Voice Specialist III Location 

Richmond, BC - 3 days in office

Unified Communication Voice Specialist III Start Date

Immediately 

Unified Communication Voice Specialist III Duration 

12 months