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Five9 IVR Support Engineer - Contact Center Platform

Location

Greater Kolkata Area

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

Job Summary

We are seeking an experienced and detail-oriented Five9 Administrator to manage, optimize, and support our Five9 cloud contact center platform.

Responsibilities

The ideal candidate will have a strong background in telephony systems, cloud contact center solutions, and be adept at collaborating with cross-functional teams to support our customer service Responsibilities :

  • Administer and maintain the Five9 cloud contact center platform, including configuration, call routing, IVRs, and user setup.
  • Design and implement call flows, campaigns, and integrations with CRM systems (e.g., Salesforce, Zendesk).
  • Monitor system performance and troubleshoot issues related to call quality, agent connectivity, or workflow errors.
  • Collaborate with operations, IT, and customer service teams to gather requirements and implement changes.
  • Provide end-user training and documentation for agents, supervisors, and support teams.
  • Conduct regular audits of call routing, user permissions, and system settings to ensure compliance and efficiency.
  • Interface with Five9 support and escalate issues when necessary.
  • Monitor and generate reports on KPIs, queue performance, and agent productivity using Five9 reporting tools.
  • Support rollout of new features or system :
  • Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
  • 3+ years of experience with Five9 administration or similar cloud contact center platforms.
  • Proficiency in Five9 modules : ACD, IVR, CTI, Predictive Dialer, WFM (optional), and scripting tools.
  • Strong knowledge of contact center best practices and metrics.
  • Familiarity with integrations between Five9 and CRM tools like Salesforce or ServiceNow.
  • Excellent problem-solving skills and attention to detail.
  • Strong communication skills and ability to work across technical and non-technical teams.
  • Five9 certifications (a plus)

(ref:hirist.tech)

Skills

communication skills
compliance
CRM
cross-functional
customer service
Salesforce
Zendesk
ServiceNow