Cisco Voice Network Engineer

Please send me the resumes to

IT ISCNSVoice NetworkCisco

Five9 Platform

Call Center Technologies

Location: AdaMI

Duration:Longterm Contract

Job Description for Five9

Key Responsibilities

1. Five9 Platform Expertise

Perform end-to-end administration of the Five9 environment including users agents skillsets queues campaigns and system variables.

Manage system configurations routing profiles and operational controls to ensure optimal platform performance.

2. Call Flow & IVR Development

Design build and maintain IVR call flows using Five9 Studio.

Develop and optimize IVR scripting to support business requirements self-service enhancements and improved call routing accuracy.

3. API & Integration Work

Work with Five9 REST APIs for system integrations automation and custom workflows.

Integrate Five9 with CRM systems SSO applications and recording solutions such as Calabrio or Verint.

Support integration with 2Ring dashboards/wallboards and other related reporting/analytics platforms.

4. Reporting & Analytics

Create configure and manage operational and performance reports dashboards and analytics.

Monitor KPI trends and provide insights to stakeholders to drive operational improvements.

5. Operational Support & Optimization

Troubleshoot Five9-related issues across IVR call routing agent desktop and integrations.

Partner with cross-functional teams to gather requirements implement enhancements and ensure best-practice usage of the platform.

Conduct system audits recommend improvements and support release and change management activities.

Required Skills & Qualifications

Proven hands-on experience as a Five9 SME administrator or engineer.

Strong understanding of call center technologies ACD IVR routing logic and telephony fundamentals.

Experience with REST APIs scripting and system integrations.

Knowledge of integrating Five9 with CRM SSO Calabrio/Verint and 2Ring systems.

Strong analytical skills with experience in report building and call center metrics.

Ability to diagnose and resolve complex platform issues in a high-volume contact center environment.

Excellent communication skills and ability to collaborate across technical and business teams.

Best Regards

Sae Sudhhirr Sr Technical Recruiter Email: Phone : (Ext; 3280)

Siri InfoSolutions Inc 3 Ethel Rd Suite # 302 Edison NJ 08817.