Five9 Administrator Engineer

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).