Five9 Administrator

Role Overview: As a Five9 Administrator, you will be responsible for the administration, troubleshooting, and enhancement of Five9 cloud-based contact center solutions, particularly Intelligent Virtual Agents (IVA). Your deep technical expertise will be utilized to diagnose and resolve issues related to carriers, desktops, SIP, Five9, and Teams Phone environments. Given the critical nature of IVR and telecommunication in the business operations, 24x7 support is expected from you. Key Responsibilities: - Administer and troubleshoot Five9 cloud-based contact center solutions, with a focus on IVA - Diagnose and resolve issues across carriers, desktops, SIP, Five9, and Teams Phone environments - Track call metrics, develop reports, optimize call flow, and manage telecom expenses and budgeting - Integrate Five9 with Salesforce, Pindrop, and Lumen Contact Center Solution (CCS)/Routing and Call Control (RACC) Qualifications Required: - Bachelor's 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 for 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,