Overview
On Site
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 2
Skills
ACD
Salesforce.com
Interfaces
Phone Support
Licensing
Provisioning
Use Cases
Management
Analytics
KPI
Microsoft Power BI
SIP Trunking
Cost Reduction
Collaboration
IT Management
Mentorship
Tier 1
Tier 2
Technical Support
Technical Writing
Knowledge Base
Regulatory Compliance
Data Security
Computer Science
Routing
Telecommunications
SIP
Interactive Voice Response
Optimization
Decision-making
JavaScript
HTML
Cascading Style Sheets
SQL
Network
UI
Stakeholder Engagement
ServiceNow
IT Service Management
Organizational Skills
Project Implementation
Microsoft
VoIP
Cloud Computing
Communication
Scripting
Windows PowerShell
Python
Telecommunications Expense Management
TEM
Tivoli Endpoint Manager
Budget
Forecasting
Workforce Management
Reporting
Finance
Health Care
WebKit
IMG
Enterprise Architecture
Intellectual Property
IP
SAINT
Technical Direction
Job Details
Five9 SME- F2F Interview
Lenexa, Kansas (full onsite)
6 months CTH
Lenexa, Kansas (full onsite)
6 months CTH
Overview:
The Five9 SME (Subject Matter Expert) is a specialized technical leader responsible for the administration, optimization, and support of the Five9 cloud contact center platform, including Intelligent Virtual Agents (IVA), IVR, ACD, and enterprise-level integrations. This role also supports Microsoft Teams Phone systems, enabling seamless communication across platforms. The Five9 SME will play a critical role in system enhancements, telecom expense management, and delivering actionable insights through analytics and reporting.
Key Responsibilities:
Five9 Administration & Optimization
Configure, maintain, and enhance the Five9 contact center platform, including IVR, ACD, and IVA components.
Troubleshoot complex issues spanning carriers, SIP, desktops, Five9, and third-party applications.
Integrate Five9 with platforms such as Salesforce, Pindrop, and Lumen CCS/RACC using REST APIs and scripting.
Customize agent interfaces and scripting using JavaScript, HTML/CSS, and Five9 Agent Scripting tools.
Troubleshoot complex issues spanning carriers, SIP, desktops, Five9, and third-party applications.
Integrate Five9 with platforms such as Salesforce, Pindrop, and Lumen CCS/RACC using REST APIs and scripting.
Customize agent interfaces and scripting using JavaScript, HTML/CSS, and Five9 Agent Scripting tools.
Microsoft Teams Phone Support
Administer Microsoft Teams Phone features including call routing, user licensing, and provisioning.
Assess business needs to determine optimal use of Teams Phone versus Five9 in various use cases.
Ensure smooth interoperability and manage coexistence between Teams and Five9 environments.
Assess business needs to determine optimal use of Teams Phone versus Five9 in various use cases.
Ensure smooth interoperability and manage coexistence between Teams and Five9 environments.
Analytics & Reporting
Monitor call performance and contact center KPIs to generate custom reports and insights.
Use SQL and reporting tools like Power BI to analyze trends, optimize call flow, and support decision-making.
Use SQL and reporting tools like Power BI to analyze trends, optimize call flow, and support decision-making.
Telecom Expense Management (TEM)
Assist with budgeting, forecasting, and tracking telecom costs.
Administer Lumen Voice Complete services, including SIP trunking and feature configurations.
Identify opportunities for cost savings and process efficiency.
Administer Lumen Voice Complete services, including SIP trunking and feature configurations.
Identify opportunities for cost savings and process efficiency.
Collaboration & Technical Leadership
Train and mentor Tier 1 and Tier 2 support engineers to build internal system support depth.
Participate in an on-call rotation for urgent issues and escalations.
Maintain technical documentation, SOPs, and knowledge base articles.
Participate in an on-call rotation for urgent issues and escalations.
Maintain technical documentation, SOPs, and knowledge base articles.
System Updates & Compliance
Stay current on Five9 and Teams Phone updates, enhancements, and feature releases.
Communicate system changes to stakeholders and apply updates efficiently.
Uphold security standards and ensure compliance with data protection policies.
Communicate system changes to stakeholders and apply updates efficiently.
Uphold security standards and ensure compliance with data protection policies.
Qualifications:
Education & Experience
Bachelor's degree in Computer Science, Telecommunications, or a related field-or equivalent work experience.
3+ years of hands-on experience with Five9 administration, including IVA, IVR, and call routing.
1+ years supporting Microsoft Teams Phone systems.
Proven ability to troubleshoot and resolve complex telecom issues across SIP, carrier, and application layers.
3+ years of hands-on experience with Five9 administration, including IVA, IVR, and call routing.
1+ years supporting Microsoft Teams Phone systems.
Proven ability to troubleshoot and resolve complex telecom issues across SIP, carrier, and application layers.
Required Skills
Expert-level proficiency in Five9 configuration, IVR/IVA scripting, and call flow optimization.
Strong knowledge of Microsoft Teams Phone administration and decision-making for hybrid environments.
Proficiency in REST APIs, JavaScript, HTML/CSS, and SQL for scripting and reporting.
Advanced troubleshooting capabilities across voice, network, and user interface layers.
Excellent communication and stakeholder engagement skills.
Experience with ServiceNow or similar ITSM tools.
Strong organizational skills and project execution experience.
Strong knowledge of Microsoft Teams Phone administration and decision-making for hybrid environments.
Proficiency in REST APIs, JavaScript, HTML/CSS, and SQL for scripting and reporting.
Advanced troubleshooting capabilities across voice, network, and user interface layers.
Excellent communication and stakeholder engagement skills.
Experience with ServiceNow or similar ITSM tools.
Strong organizational skills and project execution experience.
Preferred Skills
Certifications in Five9, Microsoft Teams, or other VoIP/cloud communication platforms.
Scripting experience with PowerShell or Python.
Background in Telecom Expense Management (TEM), budgeting, and forecasting.
Familiarity with workforce management tools and advanced reporting systems.
Experience in regulated industries, such as finance or healthcare.
Scripting experience with PowerShell or Python.
Background in Telecom Expense Management (TEM), budgeting, and forecasting.
Familiarity with workforce management tools and advanced reporting systems.
Experience in regulated industries, such as finance or healthcare.
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