Telephony Engineer (Five9)

Key Experience :

• Platform Configuration: Build and manage Five9 Cloud features, including voice and digital channels, queues, and workforce engagement elements.
• IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures, call flows, and intelligent routing strategies.
• System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms, databases, and AWS or Azure cloud services.
• Testing & Troubleshooting: Diagnose complex issues involving telephony, SIP routing logic, and APIs, while running structured unit and integration testing.
• Documentation & Standards: Create technical specifications, support procedures, and design artifacts to uphold engineering best practices

Key Responsibilities:

• Design, build, test, and implement Five9 Contact Center solutions with a key focus on designing (creating and maintaining High Level and Low Level Designs in Visio) and ensuring successful integrations, and platform enhancements in close cooperation with the Enterprise Architects and the efforts to support successful Architecture Review Board processes.
• Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
• Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
• Partner with Program Director, Telephony Engineers, Call Center SMEs, Architecture, Operations, and business stakeholders throughout design and delivery.
• Possess deep expertise in Five9 deployments, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
• Have experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations. 
• Have strong experience developing and supporting APIs and integrations with enterprise platforms. Experience with workforce management, CRM platforms specifically Salesforce, workforce optimization (QA/Workforce Management), and related Contact Center technologies are highly desirable.
• Have hands-on experience with at least two of the following technologies: Java, .NET, Python, REST APIs, automation frameworks, cloud services, and cloud-native architectures.
• Demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.

Thanks