IT IS_CNS_Contact Center_Cisco

Job highlights

• Troubleshoot platform
• telephony
• and agent-related issues and coordinate vendor escalations when required

Role & responsibilities

We are seeking an experienced Five9 Administrator cum Developer to manage| support| and enhance our Five9 Contact Center platform. The role involves administering the Five9 environment| designing and developing IVR solutions| implementing integrations with enterprise applications| automating business processes| and providing operational support to contact center teams. The ideal candidate will possess strong technical expertise in Five9 administration| contact center technologies| APIs| and CRM integrations Technical: Five9 Administration Administer and maintain the Five9 platform| including user management| roles| permissions| campaigns| and queues. Configure inbound and outbound campaigns| dialers| skills| and call routing strategies. Manage IVR menus| ACD configurations| agent groups| and contact center workflows. Monitor system performance| call quality| and platform availability. Troubleshoot platform| telephony| and agent-related issues and coordinate vendor escalations when required. Development & Integration Design| develop| and enhance Five9 IVR applications and workflow automations. Develop and maintain integrations between Five9 and CRM platforms such as Salesforce| Microsoft Dynamics| ServiceNow| and other enterprise applications. Utilize Five9 REST and SOAP APIs for custom integrations and automation solutions. Create scripts and automation tools to improve operational efficiency and reduce manual effort. Support reporting| analytics| and data integration requirements.Operations & Support Provide L2/L3 support for Five9 production environments. Analyze incidents and perform root cause analysis for recurring issues. Maintain system documentation| operational procedures| and knowledge articles. Collaborate with business stakeholders| contact center operations teams| and IT teams to deliver solutions aligned with business objectives. Strong experience with: Five9 Contact Center Platform IVR and Call Flow Design ACD| Skills| Campaigns| and Routing Five9 REST/SOAP APIs CRM Integrations (Salesforce| Dynamics| ServiceNow) Contact Center Operations SQL and Reporting VoIP and Telephony Concepts Troubleshooting and Incident ManagementProblem-solving and analytical skills Stakeholder management Communication and collaboration Customer-focused mindset Ability to work in a fast-paced production environment Continuous improvement and automation mindset