Five9 Administrator cum Developer

Mandatory Skills:

• Five9 Contact Center Platform
• Five9 Administration
• IVR & Call Flow Design
• ACD, Skills, Campaigns & Routing
• Five9 REST & SOAP APIs
• CRM Integrations (Salesforce / Microsoft Dynamics / ServiceNow)
• SQL & Reporting
• VoIP & Telephony Concepts
• Contact Center Operations
• Troubleshooting & Incident Management

Key Responsibilities:

• Administer and maintain the Five9 platform, including users, roles, campaigns, queues, and permissions.
• Configure inbound/outbound campaigns, dialers, ACD, skills, IVR, and call routing.
• Design, develop, and enhance Five9 IVR applications and workflow automations.
• Develop integrations with Salesforce, Microsoft Dynamics, ServiceNow, and other enterprise applications.
• Utilize Five9 REST and SOAP APIs for custom integrations and automation.
• Support SQL reporting, analytics, and data integration requirements.
• Provide L2/L3 production support, perform root cause analysis, and resolve platform issues.
• Maintain technical documentation and collaborate with business and IT teams to deliver scalable solutions.