Telephony Contact Center ( Five9 )

Responsibilities:
- Design, build, test, and implement Five9 Contact Center solutions, with a key focus on creating and maintaining High-Level and Low-Level Designs in Visio.
- Ensure successful platform enhancements and integrations in close cooperation with Enterprise Architects, supporting the Architecture Review Board processes.
- Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
- Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
- Partner with the Program Director, Telephony Engineers, Call Center SMEs, Architecture, Operations, and business stakeholders throughout design and delivery.
- Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.
Requirements & Technical Capabilities:
- Deep expertise in Five9 deployments, including solution design, IVR development, routing, digital channels, reporting, and platform administration.
- Platform Configuration: Capability to build and manage Five9 Cloud features, including voice/digital channels, queues, and workforce engagement elements.
- IVR & Routing: Experience designing custom IVR architectures, call flows, and intelligent routing strategies.
- System Integration: Ability to develop and maintain APIs and integrations connecting platforms with enterprise systems (CRM platforms, databases, and AWS or Azure cloud services).
- Testing & Troubleshooting: Proficiency in diagnosing complex issues involving telephony, SIP routing logic, and APIs, as well as conducting structured unit and integration testing.
- Documentation & Standards: Proven ability to create technical specifications, support procedures, and design artifacts to uphold engineering best practices.