Candidate must have a strong background in telephony systems, cloud contact center solutions (Five9 CX), and be adept at collaborating with cross-functional teams to support our customer service.
Job Description:
Administer and maintain the Five9 cloud contact center platform, including configuration, call routing, IVRs, and user setup.
IVR Design & Development: Create, edit, and maintain complex Five9 IVR scripts, modules, and prompts using the Five9 scripting engine.
Routing Logic: Configure skills-based routing, ACD, and queue management to optimize call handling and agent availability.
Integrations: Develop and support REST APIs, web services, and CTI integrations (e.g., screen pops) with CRM systems like Salesforce, Zendesk, or ServiceNow.
Monitor system performance and troubleshoot issues related to call quality, agent connectivity, or workflow errors.
Collaborate with operations, IT, and customer service teams to gather requirements and implement changes.
Provide end-user training and documentation for agents, supervisors, and support teams.
Conduct regular audits of call routing, user permissions, and system settings to ensure compliance and efficiency.
Interface with Five9 support and escalate issues when necessary.
Monitor and generate reports on KPIs, queue performance, and agent productivity using Five9 reporting tools..
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