Five9 Engineer
- siriinfio inc
5 Days Ago
NA
C2C
Adrian-MI
10-17 Years
Required Skills: Five9, IVR, REST APIs
Job Description
Role : Five9 Engineer
Location: Ada, MI
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.
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.
