Senior Five9 Engineer (IVR, APIs & Contact Center)

Role: Senior Five9 Engineer (IVR, APIs & Contact Center)

Duration: 6 + Months contract (with possible extension)

Location: Grand Rapids, MI (Onsite)

• Competencies: 10+ years experience required
• IT IS_CNS_Voice Network_Cisco
• Five9 Platform
• Call Center Technologies

Job Description for Five9

Key Responsibilities

1. Five9 Platform Expertise

• Perform end-to-end administration of the Five9 environment, including users, agents, skillsets, queues, campaigns, and system variables.
• Manage system configurations, routing profiles, and operational controls to ensure optimal platform performance.

2. Call Flow & IVR Development

• Design, build, and maintain IVR call flows using Five9 Studio.
• Develop and optimize IVR scripting to support business requirements, self-service enhancements, and improved call routing accuracy.

3. API & Integration Work

• Work with Five9 REST APIs for system integrations, automation, and custom workflows.
• Integrate Five9 with CRM systems, SSO applications, and recording solutions such as Calabrio or Verint.
• Support integration with 2Ring dashboards/wallboards and other related reporting/analytics platforms.

4. Reporting & Analytics

• Create, configure, and manage operational and performance reports, dashboards, and analytics.
• Monitor KPI trends and provide insights to stakeholders to drive operational improvements.

5. Operational Support & Optimization

• Troubleshoot Five9-related issues across IVR, call routing, agent desktop, and integrations.
• Partner with cross-functional teams to gather requirements, implement enhancements, and ensure best-practice usage of the platform.
• Conduct system audits, recommend improvements, and support release and change management activities.

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Required Skills & Qualifications

• Proven hands-on experience as a Five9 SME, administrator, or engineer.
• Strong understanding of call center technologies, ACD, IVR, routing logic, and telephony fundamentals.
• Experience with REST APIs, scripting, and system integrations.
• Knowledge of integrating Five9 with CRM, SSO, Calabrio/Verint, and 2Ring systems.
• Strong analytical skills with experience in report building and call center metrics.
• Ability to diagnose and resolve complex platform issues in a high-volume contact center environment.
• Excellent communication skills and ability to collaborate across technical and business teams.