WHO WE ARE

AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), also known as Accerta.

Accerta is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide cost savings, reliable service, process continuity, and accurate, insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values we’ve built our business on: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone!

ABOUT THIS OPPORTUNITY

The successful candidate is required to support the administration, optimization, and ongoing evolution of our Five9 cloud-based contact center platform. The Five9 Specialist will play a critical role in maintaining system performance, enhancing the end-user and customer experience, and supporting the organization’s broader strategy around contact center automation and AI adoption.

The role will provide hands-on expertise in configuring and managing Five9 capabilities, including Intelligent Virtual Agents (IVA), Agent Assist, and other AI-enabled features, with a focus on improving service delivery, efficiency, and integration with enterprise systems.

ACCOUNTABILITIES

• Serve as the subject matter expert for all core and advanced components of the Five9 platform including ACD, IVR, CTI, WFM, Dialer, and Omnichannel solutions.
• Configure and optimize call flows, IVRs, skills-based routing, and self-service experiences using Five9 Studio and IVA Designer.
• Support the deployment, tuning, and maintenance of Five9 Intelligent Virtual Agents (IVA) for automated handling of inbound and outbound interactions.
• Enable and maintain Five9 Agent Assist features to enhance live agent performance using real-time transcription, knowledge surfacing, and AI-driven guidance.
• Collaborate with internal stakeholders to gather requirements, design solutions, and drive innovation in the use of AI within the contact center.
• Integrate Five9 with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce) to create seamless agent workflows and centralized customer data.
• Monitor platform performance and reliability using built-in analytics and third-party observability tools; proactively address system issues.
• Maintain user roles, profiles, campaigns, queues, and reporting dashboards tailored to operational KPIs.
• Develop documentation and provide training and support to business users, QA, and support staff.
• Coordinate with Five9 support, vendors, and internal teams on issue resolution, enhancements, and strategic roadmaps.
• Ensure compliance with security and privacy standards (e.g., SOC 2, HIPAA, PIPEDA).

QUALIFICATIONS

Experience:

• Minimum 3–5 years of experience managing and administering the Five9 platform in a contact center setting.
• Strong hands-on experience with:
  • Five9 IVA and Studio for building automated workflows
  • Five9 Agent Assist deployment and optimization
  • ACD, IVR, Predictive/Progressive Dialers, and WFM
  • Omnichannel engagement (voice, chat, email, SMS)
• Familiarity with AI capabilities in contact centers such as natural language understanding (NLU), real-time transcription, and sentiment analysis.
• Experience integrating Five9 with CRM platforms, ideally Microsoft Dynamics 365
• Excellent analytical and troubleshooting skills, with a proactive approach to problem-solving.
• Strong communication skills and ability to work across cross-functional teams.
• Five9 certifications and familiarity with API-based integrations are strong assets.
• Knowledge of telephony protocols (VoIP, SIP), and security best practices is preferred.

Skills and Competencies:

• Experience with AI-enhanced analytics, voice bots, or virtual agents beyond Five9.
• Familiarity with Power BI, ServiceNow, or other reporting and ITSM platforms.
• Basic scripting skills (JavaScript, JSON, or XML) for advanced logic and integrations.
• Understanding of call compliance, call recording policies, and privacy regulations.

WHAT WE OFFER

• Group Benefits: Coverage begins on the employee’s first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee’s first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth opportunities in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid: working environment with a laptop and two monitors.
• Home Office Stipend: A one-time payment of $750 included in the employee’s first paycheck.
• Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,000 reward for successful referrals.

FLEXIBLE WORK ARRANGEMENT:

We support a hybrid approach, which will give everyone the best of both worlds – a mix of home and in-office workdays.  Hybrid schedules will be determined in partnership between individuals, managers, and the team. 

HOW TO APPLY

We accept applications submitted via email to kmcbride@accerta.ca. Please note that we use AI tools to support and enhance our recruitment process. Rest assured that your application will be reviewed thoroughly by our hiring team.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact accessibility@accerta.ca.

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.  

To learn more about us please go to: www.accerta.ca