Contact Center - CCaas (Five9 or AVAYA)

Job Role: Five9 Developer -- Remote Opportunity

Job Summary

We are seeking an experienced Five9 Developer to design, develop, and support contact center solutions using the Five9 Intelligent Cloud Contact Center platform. The ideal candidate will have strong hands-on experience in IVR development, call flows, integrations, and CRM connectivity.

Key Responsibilities

• Design and develop IVR call flows using Five9 Studio
• Configure inbound and outbound call routing strategies
• Develop and maintain Five9 scripts, campaigns, and dialer configurations
• Integrate Five9 with CRM systems (Salesforce, ServiceNow, etc.)
• Work on API integrations (REST/SOAP) and web services
• Implement CTI integrations and screen pops
• Troubleshoot call flow, routing, and reporting issues
• Support UAT, production deployment, and post-go-live stabilization
• Optimize call center performance and automation processes
• Ensure best practices in security, scalability, and compliance

Required Skills

• 5+ years of experience in contact center technologies
• Strong hands-on experience with Five9 platform
• Experience with Five9 IVR Studio and scripting
• Knowledge of ACD, dialer, call routing, and campaign management
• Experience integrating Five9 with CRM platforms
• Understanding of APIs, JSON, REST services
• SQL knowledge for reporting and troubleshooting
• Strong problem-solving and debugging skills

Preferred Qualifications

• Experience with Salesforce integration
• Knowledge of call center analytics and reporting
• Experience in cloud telephony solutions
• Excellent communication and stakeholder management skills

Avaya L3 Support Engineer – Contact Center Technologies

Experience 7+ Years 

3 round interview - 1st Internal Screening, 2nd Technical with EXL and Final Technical with BNY

Job Summary

We are looking for an experienced Avaya L3 Support Engineer with strong expertise in Contact Center technologies including IVR, ACD, Vectoring, CMS, Logger, and CRM integrations. The candidate will be responsible for providing Level 3 support, troubleshooting complex production issues, managing critical incidents, implementing changes, and ensuring high availability of the contact center environment.

The role requires hands-on experience with Avaya Aura platforms, SIP/VoIP technologies, call routing, reporting systems, and CTI/CRM integrations in enterprise environments.

Key Responsibilities

• Provide L3 support for Avaya Contact Center infrastructure and applications.
• Troubleshoot complex issues related to:
• IVR call flows
• ACD routing
• Vectors and VDNs
• Agent login/logout issues
• SIP/VoIP call failures
• CMS reporting discrepancies
• CRM CTI integration issues
• Voice quality and trunk-related incidents
• Configure and maintain:
• VDNs
• Vectors
• Hunt groups
• Skills/Splits
• Trunks and routing patterns
• Perform root cause analysis (RCA) for major incidents and prepare detailed reports.
• Support production changes, migrations, patching, and upgrades.
• Work closely with business users, vendors, telecom carriers, and application teams.
• Coordinate with OEM support such as Avaya TAC for critical escalations.
• Monitor system health, alarms, and service availability.
• Participate in on-call rotation and bridge calls during P1/P2 incidents.
• Maintain technical documentation, SOPs, and knowledge articles.

Required Technical Skills

Avaya Technologies

• Avaya Aura Communication Manager (CM)
• Session Manager (SM)
• System Manager (SMGR)
• Avaya Experience Portal / Voice Portal
• AES Server
• CMS Supervisor
• Vectoring and VDN configuration
• EAS (Expert Agent Selection)

Contact Center Technologies

• IVR
• ACD
• CTI Integration
• SIP/H.323/PRI
• Call Routing and Queue Management
• Logger/Recorder solutions (NICE/Verint preferred)

CRM Integration

Experience integrating Avaya with CRM platforms such as:

• Salesforce
• ServiceNow
• Microsoft Dynamics
• Siebel CRM

Networking & Tools

• SIP traces and packet analysis
• Wireshark
• Linux basics
• SNMP monitoring tools
• Incident management tools such as ServiceNow

Preferred Skills

• Knowledge of cloud/contact center migration projects.
• Experience with:
• Genesys
• Cisco Contact Center
• Amazon Connect
• Understanding of ITIL processes.
• Automation/scripting knowledge is an advantage.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.
• Relevant Avaya certifications preferred:
• ACIS
• AIPS
• ASPS

Regards

Bharat Gautam

Sr. Technical Recruiter
+1  EXT 810