About the Role
The position involves developing and supporting Five9 CCaaS platforms, specifically configuring IVA implementations and integrating with external systems to optimize contact center performance.
Responsibilities
- Design and deploy Five9 CCaaS solutions
- Configure and maintain Intelligent Virtual Agent systems
- Integrate contact center platforms with CRM and backend services
- Troubleshoot and resolve technical issues in live environments
- Document system architecture and configuration changes
- Support ongoing operations and escalation management
- Collaborate with cross-functional teams on solution design
- Implement security and compliance standards
- Monitor system performance and recommend improvements
- Participate in change control and release processes
- Provide technical guidance during project implementations
- Ensure high availability and reliability of contact center services
- Develop automation scripts for operational efficiency
- Work with stakeholders to understand business requirements
- Support disaster recovery and business continuity planning
- Maintain up-to-date knowledge of Five9 platform updates
- Optimize call routing and IVR logic
- Assist with user training and support materials
- Evaluate new technologies for integration potential
- Follow ITIL-based service management practices
Compensation
Competitive salary and benefits package
Work Arrangement
100% remote
Team
Collaborative engineering team focused on cloud communications solutions
Why This Role Matters
- This position plays a key role in shaping the future of customer engagement by leveraging advanced cloud contact center technologies.
- Engineers directly influence the reliability, scalability, and intelligence of customer service platforms.
Technology Environment
- Primary platform: Five9 CCaaS
- Integrations with Salesforce, ServiceNow, and custom backend systems
- Use of APIs, webhooks, and middleware for system connectivity
- Development and testing in cloud-hosted environments
Not available
