Boris Ladizhinsky

Senior Manager of Contact Centre Technology & Unified Communications @Aviva Canada

Markham, ON, CA

Develop and implement a comprehensive strategy for contact centre technology and unified communications that supports enterprise-wide goals and enhances service delivery.• Manage, mentor, and develop a high-performing team, fostering a culture of innovation, collaboration, and continuous improvement.• Oversee the design, engineering, and implementation of contact centre technologies and unified communication systems, ensuring seamless integration and high performance.• Monitor and analyze key performance indicators (KPIs) related to contact centre operations and technology performance, identifying opportunities for enhancement and ensuring consistent service quality.• Collaborate with third-party vendors for the procurement, installation, and maintenance of contact centre and communication technologies, negotiating favorable terms and service level agreements.• Ensure comprehensive documentation for all systems and processes is maintained, promoting transparency and compliance with internal and external standards.• Establish and maintain risk management practices related to technology use in the contact centre, ensuring compliance with organizational policies and regulatory requirements.• Develop and manage the budget for contact centre technology initiatives, ensuring projects are completed within financial parameters and aligned with organizational priorities.• Work closely with various departments, including IT, customer service, and operations, to align technology initiatives with broader business objectives.

Seneca Polytechnic

Diploma, Computer Networking & Technical Support