Five9 Engineer

Overview

Accepts corp to corp applications

Skills

api
ivr
five9
callflow

Job Details

mary:

We are seeking a skilled Five9 Engineer / Administrator to support, configure, and optimize our cloud-based contact center platform. The ideal candidate will have experience implementing and managing Five9 Intelligent Cloud Contact Center solutions, with strong knowledge of IVR flows, ACD routing, CRM integrations, dialer configuration, and real-time reporting.

You will collaborate with business stakeholders, IT teams, and vendors to ensure optimal performance, user experience, and compliance across all voice/contact channels.

Key Responsibilities:

  • Configure and manage the Five9 Contact Center platform, including:

    • IVR design using Five9 Studio

    • ACD/Skills-based routing and queue management

    • Campaign and list management (Preview, Progressive, Predictive dialing)

    • Agent and user profile configuration

  • Develop, test, and deploy call flows, scripts, and integrations with CRMs (e.g., Salesforce, Zendesk, ServiceNow)

  • Support API integrations between Five9 and internal applications

  • Monitor and optimize call routing, quality, and system performance

  • Troubleshoot platform-related issues and coordinate with Five9 support as needed

  • Provide user training, system documentation, and ongoing platform maintenance

  • Generate and maintain real-time dashboards and reports using Five9 reporting tools

  • Assist in implementing compliance and security best practices (e.g., TCPA, PCI)

Required Skills & Qualifications:

  • 3+ years of hands-on experience with Five9 Contact Center as a Service (CCaaS)

  • Experience with Five9 IVR scripting, Studio, and Admin portal

  • Strong understanding of call routing, queues, dispositions, agent settings

  • Familiarity with CRM integrations (Salesforce, ServiceNow, MS Dynamics, etc.)

  • Working knowledge of APIs, webhooks, and REST/SOAP integrations

  • Proficiency in contact center KPIs, call reporting, and dashboard creation

  • Strong analytical and troubleshooting skills

  • Excellent communication and documentation skills

Nice to Have:

  • Five9 Certifications (Administrator or Integration Specialist)

  • Experience with Genesys Cloud, Amazon Connect, Talkdesk, or NICE inContact

  • Exposure to VoIP, SIP, SBCs, and network-level call troubleshooting

  • Experience supporting remote or hybrid agent workforces

Education:

  • Bachelor's degree in Computer Science, Information Systems, or equivalent experience

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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