Five9 - IVR/Contact Center Solution Engineer

  • Jacksonville, FL
  • Posted 16 days ago | Updated 2 hours ago

Overview

On Site
$DOE
Full Time
Part Time
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

IVR Configuration:
Intelligent Virtual Agents (IVA
Skills-Based Routing

Job Details

Position: Five9 - IVR/Contact Center Solution Engineer

Location: Stamford, CT - Hybrid Onsite (LOCAL CANDIDATES ONLY!)
Long Term Contract Role

  • Five9 IVR, ACD, WFM, Omnichannel
  • Call flow scripting, IVA configuration
  • API integration (Salesforce, ServiceNow, CRMs)
  • Troubleshooting / escalation handling


Implementation Configuration: Implement and configure Five9 solutions, including call flows, IVR, skills-based routing, and Intelligent Virtual Agents (IVA).


Technical Support /Troubleshooting: Provide direct technical support to customers, diagnose and resolve software-related problems, and handle escalated inquiries.


Platform Optimization: Partner with clients to optimize the Five9 solution, improve system performance, and enhance the end-user experience.


Subject Matter Expertise: Act as a SME for core and advanced Five9 platform features, including ACD, IVR, CTI, WFM, and Omnichannel solutions.


Customer Engagement: Build strong client relationships by effectively interacting with all levels of the customer organization and communicating technical solutions to non-technical stakeholders.


Documentation/Training: Create and maintain technical documentation and provide training to internal teams and end-users on new features and best practices.


API Integration: Support API integrations with other enterprise platforms like Salesforce or ServiceNow.


Continuous Improvement: Stay informed on CCaaS (Contact Center as a Service) trends and recommend enhancements to improve collaboration and scalability.

Regards,

Shaptshil (Sunny) Raj

Sysmind LLC.


SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.

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