Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors).
By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers connect with us by calling 311, emailing 311@durham.ca, or using our self-service portal at myDurham311.ca.
To learn more visit Durham.ca/311
Reporting to the Manager, Service Durham, the CCaaS Operations Coordinator is responsible for the day-to-day operational management and optimization of Service Durham's Contact Centre as a Service (CCaaS) solution, supporting 311 and related customer service channels. The role acts as the business owner of the platform, ensuring contact routing, self-service options, and overall service performance align with Service Durham standards and customer experience objectives.
The incumbent will:
-Oversee the day-to-day operation and performance of the CCaaS platform, ensuring reliable, efficient, and customer-focused service delivery across all Service Durham channels
-Monitor service levels, queue performance, and customer experience metrics, taking proactive action to address risks, trends, and performance gaps
-Analyze operational data and contact centre metrics to identify root causes and implement improvements to routing, capacity, and service outcomes
-Govern and optimize contact routing, IVR design, queue behaviour, and self-service options to support consistent, customer-centric service journeys
-Coordinate and implement updates to interaction flows and system configurations in response to service changes, legislative requirements, and customer feedback
-Act as the primary liaison with the CCaaS vendor and Internal Departments, managing incidents, escalations, system changes, and enhancement requests
-Evaluate platform updates and new capabilities, and lead implementation efforts aligned with operational priorities and stakeholder readiness
-Develop and maintain dashboards, reporting, and performance scorecards to support operational oversight, decision-making, and continuous improvement
-Translate insights from analytics, quality management, and customer feedback into actionable recommendations to enhance service delivery and customer experience
-Collaborate with internal stakeholders to align service delivery, identify contact drivers, and support channel and service planning initiatives
-Provide operational leadership on complex or high-risk service issues, ensuring timely resolution and minimal impact to customers
-Maintain documentation, governance practices, and effective working relationships with stakeholders, vendors, and internal teams
-Perform other duties within the Service Durham Division as assigned
The successful applicant will possess:
-Post-secondary degree in Business Administration, Public Administration, Customer Experience, Information Systems, Communications, or a related discipline, or
an equivalent combination of education and experience-Demonstrated experience in a contact centre operations or CCaaS environment, including hands-on use of platforms such as Genesys Cloud, NICE, or similar
-Strong knowledge of contact centre operations, including routing, IVR design, queue management, workforce concepts, and omni-channel service delivery
-Solid understanding of contact centre performance metrics (e.g., service level, AHT, ASA, abandonment rate, FCR, CSAT) and their application to service improvement
-Proven analytical skills with the ability to interpret operational data and translate insights into actionable improvements
-Experience working within vendor-managed SaaS environments, including change management, system enhancements, and service governance
-Strong communication and stakeholder management skills, with the ability to collaborate across technical and business teams
-Ability to manage competing priorities, operate independently, and adapt in a fast-paced, evolving environment
-High level of judgement, professionalism, and ability to work within a politically sensitive public sector context
-Understanding of customer experience principles, including journey design, self-service strategy, and use of analytics (e.g., speech or sentiment analysis)
-The ability to address diverse needs and systemic barriers when resolving challenges
-Professional certification in a CCaaS platform (e.g., Genesys Cloud)is considered an asset
-Experience with AI-enabled routing, digital channel strategy, or advanced analytics tools is considered an asset
-Experience designing performance frameworks or gamification within a contact centre environment is considered an asset
Employees participating in hybrid work arrangements are required to maintain a reliable wired internet connection that meets the Region's minimum network standards to support secure and uninterrupted service delivery.
