Open to opportunities

Olivia Maake

@oliviamaake

Message

I configure and support enterprise contact centre platforms, integrations, and telephony reliability.

South Africa

Message

What I'm looking for

I'm looking to build and support reliable contact centre and telephony environments, contributing to implementations, integrations, incident resolution, documentation, and service improvements.

At Connect SA, I configure and support enterprise Five9 environments, translating requirements into IVR workflows, call routing, skills, queues, failover logic, integrations, testing, go-live, and production support.

I investigate complex SIP, VoIP, call-flow, and call-quality issues, coordinate vendor escalations, and document root-cause findings. I also bring Genesys Cloud, Verint, ServiceNow, and ITIL-based incident-handling experience.

Experience

Work history, roles, and key accomplishments

Current

Telephony Applications Specialist II

Current

Connect SA

Jun 2024 - Present (2 years 3 months)

Configure and support enterprise Five9 environments, contribute to implementation delivery, and act as a technical escalation point for complex telephony issues.

Five9 IVR Call Routing SIP VoIP API Integration CRM ServiceNow ITIL Troubleshooting Documentation

Support Intern

Connect SA

Jul 2023 - Jun 2024 (11 months)

Provided first-line telephony support, including Genesys Cloud, within the IT and Communications Infrastructure and Learning & Development teams.

Genesys Cloud Telephony Support Troubleshooting Documentation Data Processing Help Desk

Education

Degrees, certifications, and relevant coursework

Five9

Five9 VCC Platform Engineer (VPE), Contact Centre Platform Engineering

Five9 VCC Platform Engineer (VPE) certification from Five9, completed in 2026.

Amazon Web Services

AWS Certified Cloud Practitioner, Cloud Computing

AWS Certified Cloud Practitioner certification from Amazon Web Services, completed in 2025.

ALX

Certificate, Data Analytics

Certificate in Data Analytics from ALX, completed in 2023.

University of the Witwatersrand

Bachelor of Science, Geological Science

Bachelor of Science in Geological Science from the University of the Witwatersrand, completed in 2022. Received First Class in Geology 1 and Auxiliary Mathematics 1.