Telecommunication Engineer / Voice Engineer / CCaaS Support (Five9) Level 1/2
Location: NYC Penn Station Area
Employment Type: Contract Hybrid (2 days a week)
We are seeking an experienced Five9 Support Engineer to provide advanced technical support, administration, troubleshooting, and optimization of our Five9 Cloud Contact Center platform. This role is responsible for ensuring reliable, high-quality voice and contact center services while maintaining a Five Nines (99.999%) availability standard for our customers and internal users.
The ideal candidate has strong experience supporting cloud-based telephony environments, SIP communications, call routing, integrations, and enterprise contact center technologies. This individual will work closely with customers, carriers, network teams, and internal engineering teams to resolve complex issues and continuously improve platform performance.
Key Responsibilities
- Provide Tier 1/Tier 2 support for the Five9 Cloud Contact Center platform
- Monitor and maintain platform availability, performance, and voice quality to meet five nines reliability objectives
- Troubleshoot complex voice, SIP, routing, and call-flow issues.
- Configure and support:
- Five9 users, agents, campaigns, queues, and skills
- IVR workflows and call routing strategies
- Dial plans and call treatment logFive9 Administration & Troubleshooting
- SIP / VoIP Troubleshooting
- Call Routing & Dial Plans
- Contact Center Operations
- Incident Management
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