Role Overview:The Five9 Support Engineer will be responsible for administering, supporting, and optimizing the Five9 Intelligent Cloud Contact Center platform. This role involves configuring inbound and outbound call flows, IVRs, ACDs, and routing strategies, as well as developing and maintaining integrations with various enterprise applications.
Key Responsibilities:- Administer and support the Five9 Intelligent Cloud Contact Center platform.
- Configure inbound and outbound call flows, IVRs, ACDs, campaigns, and routing strategies.
- Develop and maintain integrations between Five9 Cloud Contact Center and enterprise applications using Five9 REST APIs and Web Services.
- Integrate Five9 with CRM platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, and custom applications.
- Automate agent provisioning, user management, campaign configuration, and queue management through Five9 APIs.
- Build real-time and batch data integrations for call records, agent performance metrics, and contact center analytics.
- Implement Single Sign-On (SSO) and authentication mechanisms for secure access to Five9 services.
- Utilize Five9 APIs for screen pops, click-to-call functionality, and customer interaction workflows.
- Develop webhooks and API-based event-driven solutions to improve contact center operations.
- Troubleshoot and optimize API integrations, ensuring high availability and performance.
- Collaborate with business and technical teams to design scalable contact center solutions.
Required Skills:- Proficiency in Five9 Intelligent Cloud Contact Center platform administration and support.
- Experience with Five9 REST APIs and Web Services for integration development.
- Familiarity with CRM platforms like Salesforce, Microsoft Dynamics 365, and ServiceNow.
- Ability to configure IVRs, ACDs, and call routing strategies.
- Expertise in automating contact center operations using Five9 APIs.
- Knowledge of real-time and batch data integration for contact center analytics.
- Experience implementing Single Sign-On (SSO) and authentication.
- Skills in developing webhooks and API-based event-driven solutions.
- Strong troubleshooting and optimization skills for API integrations.
Qualifications:- 7-8 years of experience in a similar role, specifically with Five9 platforms.
