Five9 Administrator Engineer

Job highlights

• Familiarity with Five9 APIs and integrations with CRM and ticketing systems (Salesforce preferred)
• Five9 Certified Administrator or relevant certification
• Remote (must be able to work US time zones )
• 3+ years of hands-on experience as a Five9 Administrator or Engineer . . Strong knowledge of Five9 platform configuration,IVR scripting,and campaign management .

The ideal candidate will have a strong background in Five9 administration, IVR design, call routing, integrations, and reporting . This role involves working closely with business and technical teams to ensure seamless contact center operations and enhance customer experience.

Key Responsibilities:

• Administer and manage the Five9 Contact Center platform, including user provisioning, campaign management, and system configurations.
• Design, implement, and optimize IVR workflows, call routing strategies, and queues based on business requirements.
• Configure and maintain ACD (Automatic Call Distribution), skills-based routing, and dialer campaigns .
• Develop and manage call flows, scripts, and agent desktop configurations within Five9.
• Perform regular system audits, troubleshooting, and issue resolution.
• Create and analyze reports, dashboards, and KPIs for performance monitoring and improvements.
• Support CRM integrations (Salesforce, Zendesk, etc.) with Five9 where applicable.
• Manage permissions, security policies, and compliance settings for Five9 users.
• Collaborate with internal teams and client stakeholders for requirements gathering, upgrades, and new feature deployments .
• Provide documentation, training, and best practices to end-users and technical staff.

Required Skills & Qualifications:

• 3+ years of hands-on experience as a Five9 Administrator or Engineer .
• Strong knowledge of Five9 platform configuration, IVR scripting, and campaign management .
• Experience with Omnichannel setup (Voice, Chat, Email, SMS) in Five9.
• Familiarity with Five9 APIs and integrations with CRM and ticketing systems (Salesforce preferred).
• Knowledge of contact center KPIs, reporting tools, and analytics .
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation skills.
• Ability to work independently in a remote setup and manage multiple tasks effectively.

Preferred Qualifications:

• Five9 Certified Administrator or relevant certification.
• Experience in Genesys, NICE, Avaya, or other contact center platforms .
• Basic knowledge of VoIP, SIP, and networking concepts .
• Exposure to AI-powered contact center solutions and automation is a plus.

Work Schedule:

• Remote (must be able to work US time zones ).

Compensation:

• Competitive (based on experience and skills).