Five9 Administrator

About Role

The Five9 Administrator is responsible for the administration, troubleshooting, and enhancement of Five9 cloud-based contact center solutions, including Intelligent Virtual Agents (IVA).

This role requires a deep technical expertise to diagnose and resolve issues across carriers, desktops, SIP, Five9, and Teams Phone environments.

Additionally, the engineer will help track call metrics, develop reports, optimize call flow, and manage telecom expenses and budgeting.

This is expected to be a 24x7 support as IVR and telecommunication is critical in our business operations.

The ideal candidate will be a subject matter expert (SME) in Five9, with experience integrating it with Salesforce, Pindrop, and Lumen Contact Center Solution (CCS)/Routing and Call Control (RACC).

Keyskills

This role also involves Microsoft Teams Phone administration, ensuring proper decision-making on when Teams vs. Five9 the best solution for business needs is Budgeting, forecasting, and Telecom Expense Management (TEM) responsibilities are also included :

• Bachelors degree in computer science, Telecommunications, or related field (or equivalent experience).
• 3+ years of experience in administering Five9 contact center solutions, including IVA and IVR management.
• 1+ years of experience managing Microsoft Teams Phone, including user provisioning, call routing, and troubleshooting.
• Proven experience in deep technical troubleshooting across carriers, SIP, Five9, Teams Phone, and end-user environments.
• Hands-on experience developing reports and tracking call center metrics to provide business insights.
• Experience integrating Five9 with Salesforce, Teams Phone, Pindrop, or similar platforms.
• Experience managing Lumen Voice Complete services, including SIP trunking and voice feature management.
• Technical certifications related to Five9, Microsoft Teams, VoIP, or cloud contact center solutions are preferred
  
  

(ref:hirist.tech)