Senior Unified Communication Voice Specialist to manage enterprise-level CcaaS and AI-based voice solutions- RITM0190378

Our public sector client is seeking a Senior Unified Communication Voice Specialist to manage enterprise-level CcaaS and AI-based voice solutions- RITM0190378

Senior Voice Engineer will manage enterprise level CcaaS contact center cloud solutions, with expertise in deploying AI-based call handlers and voice systems. Leading the administering, supporting, maintaining, and optimizing voice systems across contact centers and back office operations.

12 months contract, 3 days/week onsite in Richmond, BC.

Must Haves

• 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.

Nice to Have

• Prior public sector or large-scale enterprise systems experience
• Exposure to voice security management, including firewalls and policy enforcement

Responsibilities include:

• Manage and support Five9 Cloud CcaaS environments across enterprise operations
• Oversee system integration with existing applications and infrastructure
• Provide onsite monitoring and hands-on support for optimized voice performance
• Administer Voice and DID resources to maintain seamless communication
• Design, modify, and optimize IVR, attendants, and call flows
• Apply voice-specific security management practices and risk controls
• Contribute to architecture design reviews, solution evaluations, and lifecycle planning
• Provide technical guidance and documentation to project teams
• Monitor and resolve incidents within established management systems