Five9 SME

Five9 SME

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.

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.

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.

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.

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.

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.

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.

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.

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.