Call Center Engineer, Five9 Specialist
Overview
You will own the Five9 telephony platform for a US-based enterprise, managing a high-volume contact center. You'll join a tight-knit IT team and report directly to the infrastructure lead. This role stands out because you'll drive the full lifecycle from dialer configuration to real-time call routing, with direct impact on customer experience.
What You'll Do8
- 1Configure and manage Five9 dialer campaigns, IVR flows, and ACD routing for a 200-seat call center.
- 2Troubleshoot and resolve call quality and connectivity issues across SIP trunks and VoIP networks.
- 3Design and deploy call scripts and agent desktop integrations using Five9 APIs and Web Services.
- 4Monitor real-time and historical reporting in Five9 Analytics, generating daily performance dashboards.
- 5Collaborate with network engineers to ensure low-latency voice traffic and optimal QoS settings.
- 6Build and maintain Five9 call recording and quality management systems, ensuring compliance.
- 7Lead system upgrades and patches, coordinating with Five9 support and internal QA.
- 8Provide tier-2 support for agent-facing telephony issues, reducing average handle time by 15%.
Requirements7
- 13+ years managing Five9 or similar cloud contact center platforms.
- 25+ years in call center engineering with hands-on VoIP, SIP, and PSTN integration.
- 3Strong knowledge of IVR scripting, ACD queues, and outbound dialer strategies.
- 4Proficiency in SQL for querying call detail records and generating custom reports.
- 5Experience with API integration, specifically REST and SOAP, to connect Five9 to CRM tools.
- 6Familiarity with AWS Connect or Genesys Cloud is a plus.
- 7Excellent troubleshooting skills with Wireshark or similar packet analysis tools.
Salary Insight
Salary not disclosed in listing
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