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Contact Centre Specialist, Enterprise Telecom Services25002004 Mississauga

Bayshore Medical Personnel

Mississauga, Ontario

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    Save this job      2025-05-22

Contact Centre Specialist, Enterprise Telecom Services25002004 Mississauga

Bayshore Medical Personnel

Mississauga, Ontario
 
Salary: Information not available
 
County: 39
 

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006.  Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list. 

The Contact Centre Engineer at Bayshore Healthcare is responsible for designing, implementing, and maintaining contact centers for various business units. This role includes reviewing and aligning technical and business requirements for existing deployments, keeping documentation current, creating agent training materials, and preparing monthly reports for senior leadership. Additionally, the Contact Centre Engineer will oversee the advanced administration, configuration, and optimization of the Five9 platform, with a focus on scripting custom workflows and automation. The ideal candidate will have extensive experience in Five9, including script development, call flows, integrations, and troubleshooting.

DUTIES AND RESPONSIBILITIES

  •  Design and implement contact centers, improving call routing, agent workflows, and customer experiences
  • Maintain system configurations and ensure alignment with business requirements.
  • Keep technical documentation updated, including call flows, IVR scripts, and training materials.
  • Develop training materials for agent onboarding and skill development.
  • Prepare monthly performance reports with KPIs and customer satisfaction insights.
  • Collaborate with business units and leadership to gather requirements and provide technical 
    expertise.
  • Stay informed on best practices and new technologies in contact center operations.
  • Oversee the CCaaS platform configuration, deployment, and maintenance for optimal performance.
  • Manage user access and system settings for secure, efficient operations.
  • Provide troubleshooting and technical support for the Bayshore CCaaS platform.
  • Design custom scripts using CCaaS tools to improve customer interactions and agent productivity.
  • Implement automated workflows for call center processes.
  • Integrate the CCaaS platform with other business systems through cross-functional collaboration.
  • Create custom reports and dashboards using the CCaaS reporting tools.
  • Analyze data for trends and provide insights to improve service levels and efficiency.
  • Monitor system performance and take actions to optimize it.
  • Adjust call flows and scripts to meet business needs.
  • Collaborate with stakeholders to translate business needs into technical solutions.
  • Function as a technical advisor for any CCaaS related issues and assist with new features or 
    upgrades.
  • Manage system upgrades and patching with minimal downtime
  •  Evaluate new features and custom scripts for smooth rollouts and optimal functionality
  • Participate in a 24x7 on-call rotation

REPORTING RELATIONSHIPS

  • The Contact Centre Engineer reports directly to the Manager, Enterprise Telecommunication Services

Work Location : Bayshore Healthcare, National Office, Mississauga ON 

 

Hybrid – At least 2 days onsite weekly 

 

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

 

Have questions or want to learn more about us? We would love to hear from you!

 Recruitment Team

Email: bmprecruiter@bayshore.ca

 855-272-5700

 

 

About Bayshore Medical Personnel

Bayshore Medical Personnel is honored to support those who have and those who continue to serve and protect our country. Bayshore Medical Personnel is proud to partner with Military Family Services, Canadian Forces Morale and Welfare Services in order to bring quality careers in nursing, pharmacy, occupational health and occupational therapy to the attention of military spouses. Wherever possible BMP will attempt to provide continuous professional employment to spouses as military members are deployed across the country. We understand the resilience required by military spouses to continually seek new employment opportunities while being relocated together with their families, and being away from loved ones during deployment. Positions we recruit include: Pharmacist Pharmacy Assistant Physician (RCMP and VAC) RN Community Health RN Occupational Health RN Primary Care RN Case Manager RN Dental Sedation RN Mental Health RPN/LPN Occupational Therapist

Bayshore Medical Personnel is part of the staffing division of Bayshore HealthCare, one of the largest providers of health care in Canada and has been in business over 50 years. Voted as One of Canada’s Best Employers by Forbes, Bayshore is also a platinum winner of Canada’s Best Managed Companies award since 2006.