Five9 Contact Center

Bill Rate-$80
Location: Frederick Maryland






Role Descriptions: Key Responsibilities:Design build test and implement Five9 Contact Center solutions with a key focus on designing (creating and maintaining High Level and Low Level Designs in Visio) and ensuring successful integrations and platform enhancements in close cooperation with the Enterprise Architects and the efforts to support successful Architecture Review Board resilient IVR routing digital engagement and automation capabilities aligned with approved technical and maintain technical documentation design artifacts test evidence and support with Program Director Telephony Engineers Call Center SMEs Architecture Operations and business stakeholders throughout design and to engineering standards solution quality operational readiness and continuous improvement. Possess deep expertise in Five9 deployments including solution design IVR development routing digital channels integrations reporting and platform experience translating business outcomes into technical designs and delivering scalable resilient Contact Center solutions platform enhancements and enterprise integrations. Have strong experience developing and supporting APIs and integrations with enterprise platforms. Experience with workforce management CRM platforms specifically Salesforce workforce Eligible to workimization (QA/Workforce Management) and related Contact Center technologies are highly hands-on experience with at least two of the following technologies: Python REST APIs automation frameworks cloud services and cloud-native exceptional delivery attention to detail documentation testing troubleshooting communication and operational readiness a bachelors degree in Computer Science Engineering Information Systems or a related have 6 years of software engineering platform engineering or technology delivery experience including significant experience with enterprise Five9 Contact Center technologies and implementations.
Essential Skills: The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design build integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate this role you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle. You will translate business outcomes into resilient scalable technical solutions; build high-quality IVR routing digital integration and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with senior level leadership as well as the Program Director Infrastructure Division Operations Telephony and IT engineers and business stakeholders applying strong engineering discipline and attention to detail throughout delivery. Your specific focus domains are as follows and must have deep experience in all of these: Key Experience (6 domains):Platform Configuration: Build and manage Five9 Cloud features including voice and digital channels queues and workforce engagement & Routing: Design and develop custom Interactive Voice Response (IVR) architectures call flows and intelligent routing Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms databases and AWS or Azure cloud & Troubleshooting: Diagnose complex issues involving telephony SIP routing logic and APIs while running structured unit and integration & Standards: Create technical specifications support procedures and design artifacts to uphold engineering best pr