Senior Five9 Contact Center Engineer

Key Responsibilities
1. Five9 Platform Expertise
Perform end-to-end administration of the Five9 environment, including users, agents, skillsets, queues, campaigns, and system variables.
Manage system configurations, routing profiles, and operational controls to ensure optimal platform performance.
2. Call Flow & IVR Development
Design, build, and maintain IVR call flows using Five9 Studio.
Develop and optimize IVR scripting to support business requirements, self-service enhancements, and improved call routing accuracy.
3. API & Integration Work
Work with Five9 REST APIs for system integrations, automation, and custom workflows.
Integrate Five9 with CRM systems, SSO applications, and recording solutions such as Calabrio or Verint.
Support integration with 2Ring dashboards/wallboards and other related reporting/analytics platforms.
4. Reporting & Analytics
Create, configure, and manage operational and performance reports, dashboards, and analytics.
Monitor KPI trends and provide insights to stakeholders to drive operational improvements.
5. Operational Support & Optimization
Troubleshoot Five9-related issues across IVR, call routing, agent desktop, and integrations.
Partner with cross-functional teams to gather requirements, implement enhancements, and ensure best-practice usage of the platform.
Conduct system audits, recommend improvements, and support release and change management activities.
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Required Skills & Qualifications
Proven hands-on experience as a Five9 SME, administrator, or engineer.
Strong understanding of call center technologies, ACD, IVR, routing logic, and telephony fundamentals.
Experience with REST APIs, scripting, and system integrations.
Knowledge of integrating Five9 with CRM, SSO, Calabrio/Verint, and 2Ring systems.
Strong analytical skills with experience in report building and call center metrics.
Ability to diagnose and resolve complex platform issues in a high-volume contact center environment.
Excellent communication skills and ability to collaborate across technical and business teams.